Customer Experience Specialist, BASF – Florham Park, NJ (Hybrid) in Florham Park, New Jersey

Now hiring! Customer Experience Specialist, Care Chemicals, Florham Park, NJ (Hybrid)

Where the chemistry happens…

As the leading global chemical supplier for the personal care, home care, industrial and institutional cleaning industries, and technical applications in the agrochemical industry, BASF Care Chemicals is focused on partnering with customers to create innovative solutions with great speed and agility to meet the current and future needs of society in a more sustainable way. We are proud to contribute to the long-term success of our customers’ brands by offering a broad range of products and concepts such as common household items, like cosmetics, detergents and cleaners, as well as industrial products and processes like crop protection, rubber belts, hoses, concrete, and metal plating.

At Care Chemicals, we not only care about supporting our customers and achieving strong business results; we care about our team members. We aim to create a motivating, inspiring and inclusive work environment where all team members feel supported, heard and developed. Being part of our team means showing up every day to work collaboratively across functions to win for the overall success of the team. We value bringing diverse perspectives and backgrounds together to stretch our teams to think differently, have the courage to speak up and challenge the status quo, and problem solve for the greater good of our customers and society.

We as the Care Chemicals division of BASF carry the passion to care in our DNA: we care for our customers, consumers, employees, society and our planet. Come, be a part of our team and create Care Chemicals with us.

As a Customer Experience Specialist, you will manage the order to cash process and engage supply chain and commercial team members to contribute to an exceptional customer experience. You will support the Direct Business within Care Chemicals.

You will be responsible for resolving issues beyond your core responsibilities, with the expectation to continuously improve the customer experience. In addition, you will anticipate the customers’ needs and take proactive actions to exceed expectations, using your in-depth knowledge of the business and our customers.

You will be a champion for change while embracing digital solutions and driving process automation. You will be expected to contribute to the business’ growth and profitability.

Formula for success…

• You will expertly manage the order to cash process to manage and translate tactical actions to strategic thinking, while anticipating customer needs and providing recommendations based on order patterns.

• You will be responsible for driving financial results for your customers by adhering to the processes outlined in the Order To Cash framework. Your role will require collaboration and communication with various teams to drive results and maintain customer satisfaction.

• You will improve customer satisfaction through driving continuous improvement activities and will be measured on customer satisfaction through Net Promoter Score.

• Relying upon your strong analytical and problem-solving abilities, you will navigate complex order-to-cash processes, manage competing priorities, assist in strategic decision making, and continuously seek opportunities to improve processes and policies that impact the customer experience; You will present and implement solutions to complex customer needs.

• You will analyze Supply Chain and Business Key Performance Indicators, and drive improvements based on findings, sharing best practices across the organization to accelerate business growth.

• You will collaborate and interface with business partners and functional teams and actively engage in discussions with customers and the commercial organization and gather and interpret market intelligence resulting in a deep understanding of the customers and their markets.

• You will proactively identify and prioritize opportunities, develop sustainable solutions, contribute to account plans, and champion continuous improvement and overall performance. You will also be responsible for ensuring sustainable business continuity plans for your customers and backup team members across the Customer Experience Team.

• Demonstrating your excellent organization skills, you will facilitate the resolution of order exceptions and issues impacting the customer’s order, as well as utilize or establish reporting processes to identify and communicate solutions to all stakeholders.

• Being a champion for digital tools and approaches will be essential for your success as you identify and implement digital solutions. You will engage customers and promote digital commerce tools and resources to enable self-service and to improve engagement.

• Your robust knowledge of Microsoft Office, SAP or other relevant Enterprise Resource Planning tools will be essential, as you manage the customer’s eCommerce platform, actively pursue eSolutions to suit the needs.

If you have…

• A Bachelor’s degree is preferred; in business, supply chain or related field

• Knowledge of MS Office, SAP or other relative ERP tools

• A continuous improvement and customer focused mindset

• Experience with digital tools and process improvements

Create your own chemistry with you@BASF

At BASF, you will have the chance to do meaningful work towards building a more sustainable future. In addition to competitive compensation and benefits, BASF provides you with access to a wide range of elements to help you be your best. It’s what we call you@BASF . We are committed to providing benefits, programs, and opportunities that support our employees’ overall well-being, personal growth, and a safe, collaborative, and inclusive work environment.

Just some of the many benefits we offer include:

• Flexible work arrangements whenever possible

• Highly competitive retirement savings plan with company match and investment options

• Well-being programs that include comprehensive mental health support for you and your household family members

• Family forming benefits (fertility, adoption and surrogacy reimbursement, maternity/parental leave, and more)

• Back-up child and elder care with discount programs for families of all ages and stages

• Mentoring and career development opportunities that allow you to share, learn, and thrive

• Matching gifts program that allows you to deepen the impact of your contributions to qualified charities.

• Employee crisis support for when the unexpected happens

• Access to our BASF wine cellar, employee discounts, and much more!

About us

As one of the largest chemical companies in North America we have been finding solutions for your everyday needs and addressing the most complex economic, environmental, and sustainability challenges for more than 150 years!

At BASF we empower our employees with the tools, guidance and opportunities they need to advance and succeed in work and life. Giving you the support you need to be your best and fulfill your personal ambitions is what helps us create chemistry. After all, our success is linked to yours. Whatever path you envision, BASF is a great place to build a rewarding, successful career.

Belong to Something Bigger. #belongatBASF

Privacy statement

BASF takes security & data privacy very seriously. We will never request financial information of any kind via email, private text message or direct message on any social medial platform or job board. Furthermore, we will never send a candidate a check for equipment or request any type of payment during the job application process. If you have experienced any of the above, please contact [email protected] to report fraud.

Equal employment opportunities

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, age, citizenship, color, religion, sex, marital status, national origin, disability status, gender identity or expression, protected veteran status, or any other characteristic protected by law.

Applicants must be currently authorized to work in the United States on a full-time basis.