Customer Service Specialist – Order-to-Cash Operations

Job Description

Officer, Customer Service, Care Chemicals – Thai Speaking | BASF

The Tone:
This is an in-person role at BASF, located in Malaysia, specifically within the Care Chemicals division. BASF is a global chemical company operating a manufacturing plant in Johor and running a Regional Service Hub in Kuala Lumpur, which provides functional support services to 20 markets across Asia Pacific. This role is vital for ensuring the precise and timely execution of all Order-to-Cash processes from start to finish. The Officer acts as a key customer interface, playing a crucial part in maintaining business continuity, resolving issues, and fostering strong, long-term customer relationships through professional and consistent service delivery.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: In-person, Malaysia

• Team: Reports to a Customer Service Supervisor within the Customer Service team.
• Mission: Ensure the accurate, timely, and compliant execution of end-to-end Order-to-Cash (OTC) processes to support customer satisfaction.
• Tech Stack: SAP, NCM system, standard PC applications.

What You’ll Actually Do
• Order Management: Create, maintain, and accurately process sales orders in SAP, including order creation, changes, and completion; monitor order status, delivery progress, and invoice status, following up with planners, logistics, and supply units to ensure on-time fulfillment and adherence to KPI requirements.
• Customer Communication: Act as the primary contact for customer enquiries, requests, and service-related issues, proactively communicating delivery updates, order changes, and exceptions to both customers and internal stakeholders in a professional, timely, and solution-oriented manner.
• Documentation & Compliance: Manage all order-related and shipping documentation with accuracy and timeliness, ensuring strict compliance with internal policies, trade regulations, and customer-specific requirements, while maintaining precise master data and transactional data in SAP systems.
• Issue Resolution: Register and manage customer complaints effectively within the NCM system, coordinating closely with internal stakeholders such as Quality, Logistics, Sales, and Finance to resolve issues, support investigations, corrective actions, and follow-up communication with customers.
• Process Improvement: Act as a process contributor or key user for assigned OTC or customer service processes, diligently following defined SOPs and working instructions, highlighting deviations and improvement opportunities, and participating in service improvement initiatives and knowledge sharing within the team.

The Must-Haves
• Background: Possess a Bachelor’s degree in Business Administration, Supply Chain Management, Logistics, or equivalent professional experience.
• Experience: A minimum of 2 years of experience is required in Customer Service, Supply Chain, Logistics, or other related operational roles, with demonstrable hands-on experience managing Order-to-Cash (OTC) processes within a B2B environment.
• Skills: Strong proficiency in SAP systems and general PC applications is essential. Candidates must demonstrate familiarity with foreign trade practices and customer service procedures, coupled with a strong sense of responsibility, customer orientation, attention to detail, and the ability to manage routine operations independently while escalating issues appropriately.