Customer Service Officer

In the Philippines, BASF has been supporting manufacturers from various industries since 1963. Today, BASF is a leading supplier of chemicals for industries, including Construction and Coatings, Automotive, Nutrition & Health, Home & Personal Care, and Agriculture. BASF also operates an Agricultural Research Station in the country which conducts research, laboratory studies and field testing of novel technologies. In 2023, BASF posted sales to customers in the Philippines of approximately €96 million and employed 87 people as of the end of the year. Further information is available at www.basf.com/ph.


Objectives of the position:

• To manage interfaces with customers for order to cash processes to ensure that orders from customers are received, processed, and delivered in an efficient and effective manner.
• To interact and solve problems in order to successfully execute the orders for customers.
• To provide support to other interfacing processes such as account receivables and logistics.
  
  
  

• Perform Sales and Delivery Order Management tasks including sales order creation, processing changes and returns, following-up on blocked orders, Letter of Credit handling, shipping and delivery tracking including following-up on shipping documents and dispatch to customers if required, coordinate with Logistics and / or 3rd party Logistics service providers on delivery arrangements to customers and communication with customers on all order management related matters.
• Support Credit Management on billing and Accounts Receivable management such as monthly closing and billing correction, handling invoice discrepancies, monitoring customer payment schedule and following-up on overdue payment with customers or Salespersons, processing credit/debit notes and rebates, etc.
• Coordinate Master Data maintenance by raising request for new article creation and/or article extension in SAP, raising request for maintenance of ship-to-party and bank code in SAP customer master data.
• Manage customer complaints via Non-conformance Management (NCM) system (creating NCMs, monitoring investigation and closure) and reporting on customer complaints.
• Provide order status report and monitor customers’ order placement against sales forecast and communicate with Salespersons if orders are not within forecasts.
• Support implementation of business rules related to customer order management process
  
  
  

• Bachelor’s Degree in Business Administration, Business Management, Journalism, Marketing, Mass Communications, Political Science, Philosophy or other relevant courses.
• With 3 - 5 years of relevant work experience in B2B customer service, business, supply chain, sales and/or controlling. Experience in multi-national companies or large local companies are preferred.
• Proficient in Order-to-Cash processes in SAP environment.
• Well-versed in MS Officer and Windows applications.
• Possess excellent customer service, communication, and interpersonal skills.
• With strong analytical and problem-solving abilities and attention to details.
• Demonstrate leadership, professionalism, and integrity at work.
• Demonstrate high level of energy and maintains stable performance under pressure.
• Proactive, can work independently and in teams.