Customer Service Manager-1901717 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.
At BASF, we create chemistry through the power of connected minds. By balancing economic success with environmental protection and social responsibility, we are building a more sustainable future through chemistry. As the world's leading chemical company, we help our customers in nearly every industry meet the current and future needs of society through science and innovation.
We provide a challenging and rewarding work environment with a strong emphasis on process safety, as well as the safety of our employees and the communities we operate in and are always working to form the best team--especially from within, through an emphasis on lifelong learning and development.
And we are constantly striving to become an even better place to work. BASF has been recognized by Forbes Magazine as one of America's Best Employers in 2017. Come join us on our journey to create solutions for a sustainable future!
Customer Service Manager (1805354) - Shakopee, MN
Where the Chemistry Happens
We are seeking a professional like you to provide excellence in leadership and management within the Customer Care function across our Construction Systems division. Key responsibilities of this role include: leading, managing, coaching & developing team members, continuously improving the Customer Care function, and introducing state of the art practices & processes aimed at improving the Customer Experience. The scope of the Customer Care function includes the Customer Experience for Domestic, International, OEM, and Nuclear customers, which covers the full range of activities from transactional customer portfolio management and order management to and strategic review of NCM continuous improvement initiatives.
In this role, you will own the Customer Experience and will be responsible for creating and leading a continuous improvement feedback loop, capturing and evaluating customer feedback to drive the strategic evolution of the Customer Care function.
BASF is a matrix organization, and this position requires functioning within the boundaries of such an organization. For example, you will act as liaison between the Customer, the Sales Team, Supply Chain, Distribution Centers, Manufacturing, and BASF Platform service groups, to ensure the customer experience meets or exceeds expectations.
Qualifications - BASF recognizes institutions of Higher Education which are accredited by the Council for Higher Education Accreditation or equivalent
Formula for Success
Demonstrating your proven leadership ability will be essential as you direct a Customer Care Management group that is responsible for managing the day to day function of the department. You will work to develop your employees and be directly responsible for managing other staff as assigned.
Acting as a driver for change, you will support continuous improvement and operational excellence activities. Additionally, you will be responsible for escalating and working with the appropriate departments to recommend and/or collaborate on solutions.
Leveraging your education and experience in Customer Care, you will lead in the development, reporting, and improvement of core disciplines within the Customer Care function, which includes Order to Cash process, customer problem resolution, conflict management, and business process support.
Your strong customer focus and relationship building skills will be a valued asset as you proactively meet with customers to develop and maintain relationships.
As a proactive solution provider, you will deliver operational excellence and advance the organization within cost and budget targets.
Utilizing your strong business acumen, you will manage individual and department performance through the BASF process utilizing metrics/KPI's. You will regularly monitor and review performance against these metrics with the team and individuals.
Leadership Expectations: As a leader at BASF, you will play a key role in creating value for the company through people. Our top candidate will be expected to enable greater personal success among our employees through quality people development, coaching, and performance management. Leaders at BASF are role models to help employees develop the competencies needed to implement BASF's strategy. Our expectation is that leaders will coach and develop team members to reach their full potential, and support relevant development assignments, opportunities and moves while motivating and challenging employees to drive high performance. Our leaders must be committed to "hiring the best" internally and externally at the same time they are creating an inclusive environment which embraces and derives value from diversity. Finally, a leader at BASF must establish and support our safety culture in which all accidents are preventable.
Create Your Own Chemistry: What We Offer You
Adding value to our customers begins with adding value to you. You@BASF is the suite of benefits, perks, programs and unique opportunities we offer to support you--the whole you--in all stages of your life and career. With you@BASF, you create your own chemistry.
The total rewards that you receive as a BASF employee go way beyond a paycheck. From competitive health and insurance plans, to robust retirement benefits that include company-matching contributions, to making sure you never stop learning, we believe investing in you is investing in our success. Working for a large, global organization, you'll have a chance to grow professionally and personally, expand your network and build a rewarding and dynamic career.
BASF provides interesting and challenging learning and development opportunities to help you make the most of your talents and your job.
At BASF, we create chemistry – and have been doing so for 150 years. Our portfolio ranges from chemicals, plastics, performance products and crop protection products to oil and gas. As the world’s leading chemical company, we combine economic success with environmental protection and social responsibility. Through science and innovation, we enable our customers in nearly every industry to meet the current and future needs of society. Our products and solutions contribute to conserving resources, ensuring nutrition and improving quality of life. We have summed up this contribution in our corporate purpose: We create chemistry for a sustainable future.