Customer Service Officer, SEA

Job Description

Customer Service Officer, SEA | BASF

The Tone:
This is a full-time role at BASF, located in Singapore, Thailand or Vietnam (on local terms). This position is vital for maintaining high customer satisfaction and efficient operations by managing end-to-end customer service and order fulfillment across the Southeast Asia region. The role ensures accurate and timely processing of both inter-company and third-party orders, playing a crucial part in supporting business continuity and compliance with international trade regulations and company operational procedures. Your contribution directly impacts customer relationships and supply chain efficiency across the region.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: In-person, Singapore, Thailand or Vietnam
• Mission: To execute end-to-end customer service and order management activities, ensuring efficient and accurate order fulfillment, export shipment coordination, and high customer satisfaction across the SEA region for both inter-company and third-party customers.
• Tech Stack: SAP ERP systems (SD/MM modules preferred), Microsoft Office applications

What You’ll Actually Do
• Order Management: Execute end-to-end Order-To-Cash (OTC) processes, including precise order entry, diligent order processing, efficient delivery coordination, comprehensive invoicing support, and continuous shipment tracking.
• Export Coordination: Coordinate all facets of export shipments, encompassing accurate shipping documentation preparation, efficient booking arrangements with carriers, and proactive delivery follow-up activities to ensure timely arrival.
• Customer Communication: Maintain proactive and clear communication with customers, providing timely updates on order status, product availability, detailed shipment schedules, and precise delivery updates to foster strong relationships.
• Compliance & System Checks: Perform regular and thorough checks on customer orders, verify pricing accuracy, resolve credit blocks, and ensure all compliance requirements are met within SAP systems, adhering strictly to export control and trade regulations.
• Cross-Functional Collaboration: Coordinate closely with Supply Chain, Logistics, Warehouse, Finance, and Sales teams to ensure smooth operational execution of orders and efficient resolution of any issues.

The Must-Haves
• Background: Hold a Diploma or Bachelor’s Degree in Business Administration, Supply Chain, Logistics, or a closely related discipline. Possess a strong foundational knowledge of Order-To-Cash processes, export shipment coordination, and customer service operations.
• Experience: Bring a minimum of 2-4 years of professional experience in Customer Service, Order Management, Logistics, or Supply Chain operations. Demonstrate practical experience with SAP ERP systems (SD/MM modules preferred) and proficiency in Microsoft Office applications.
• Skills: Exhibit good communication and stakeholder management skills. Possess the ability to work effectively in a fast-paced environment with strong attention to detail and accuracy. Apply a strong problem-solving mindset coupled with a customer-focused approach. Demonstrate the ability to manage multiple priorities efficiently and work collaboratively with cross-functional teams.
• Bonus: Prior experience in export shipment coordination and order management within a regional environment is preferred. A good knowledge of shipping documentation, trade compliance, and comprehensive export processes will be considered a significant advantage.