Customer Support Specialist

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, 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 World's Best Employers in 2024. Come join us on our journey to create solutions for a sustainable future! Role & Location: Electronic Materials (EDM) North America Customer Support Specialist, BASF Corporation, Hillsboro, Oregon, US We enable a digital life! The Electronics Materials business of BASF offers process chemicals and customized formulated solutions for the semiconductor and display industry, as well as specialized metal systems for consumer electronics and industrial applications. We have been supplying electronic materials for more than 30 years. The experience we have earned and the chemical expertise we possess enables us to offer outstanding products and solutions to our customers. In the rapid changing semiconductor industry, we closely cooperate with customers and R&D partners to create innovative solutions not only for today but for the next generation technology. We excel in providing high purity and quality products and solutions, including cleaning, etching, photolithograpy, chemical mechanical planarization (CMP), and wet deposition, for all manufacturing processes of semiconductors. In our display materials business segment, our experience and expertise allow us to offer intelligent and reliable solutions. We offer materials for future display technologies from display additives and monomers up to ready-to-use formulations that enable our customers to market high-value products and maintain a leading edge. Our metal systems specialties like carbonyl iron powder or Catamold® are successfully used in various applications. From the automotive industry to consumer goods, from the construction industry to medical or communication technology, our customers rely on our experience and innovative potential. For further information about the Electronics Materials business of BASF, please visit Objectives of the position: The Electronics Materials (EDM) North America Customer Support Specialist is a criticalfor providing quality and efficient customer service to customers. Pro-actively manage the service requirements of assigned customers in coordination with the responsible sales personnel in order to secure and expand business opportunities. Represent BASF as a primary point of contact for G-EDM customers. Main Tasks and Formula for Success: Customer Engagement Act as the first customer contact person to handle customer inquiries for assigned product lines / customers, such as order status, and standard product information. Maintain high service levels for assigned major customer accounts by initiating customer contacts / visits to understand customer requirements, secure order retaking and take follow-up actions. Engage with customer contact persons to understand what reports are required, how to prepare and interpret them. Provide feedback to the relevant sales personnel regarding order status and/or changes. Order processing & Inventory monitoring for consignment business (VMI) Process customer orders / changes according to established policies / procedures after confirming the stock availability and customer product allocation. Communicate with customer on relevant information, e.g. payment method, delivery schedules and product availability, credit terms and coordinate with logistics and finance personnel. Process customer returns according to established policies/procedures. Monitor the customer inventory level and arrange replenishment needs (VMI, vendor managed inventory). Adjust the inventory level in the IT systems where discrepancies are detected. Purchasing and transportation arrangement According to planner's requirement and established procedures, and guidance from the supervisor, issue the purchasing orders for materials and handle the follow up including defining logistics and transportation plan to ensure the timely delivery. Transportation booking including vessels and air shipment, mainly for export and support import road transportation as well. Where necessary, initiate claims if damage and delay occur. Customer administration Collect, document and consolidate customers' problems / complaints according to defined procedures. Initiate coordination with the relevant personnel such as sales, logistics, warehouse, finance, to solve problems and to ensure the necessary corrective actions taken, in accordance with serving standards. Alert supervisor / sales supervisor any unmet customer needs. Report monthly to the sales supervisor regarding service failures or unmet customer concerns and update payment development and alert the sales manager any outstanding payments. Other requirement Understand overall North America SCM process and be the backup of Supply Chain Management Lead in case needed. Play the customer facing contact for collecting the quality management related complaints and communicate with the Taiwan based quality expert/s and appropriately hand-over the issue resolutions and appropriate measures. Educational & licenses requirements Bachelor's degree in business or supply chain management with 3 to 4-year work experience preferred Strong written and verbal communication skills required High proficiency in Microsoft Office, Excel is mandatory. Familiarin SAP or other relevant Enterprise Resource Planning (ERP) preferred. Analytical and problem-solving abilities to navigate complex order-to-cash processes and manage competing priorities Ability to work independently, be a self-starter, and contribute to a collaborative team setting Bilingual in both English and Mandarin is preferred Ability to collaborate with multiple stakeholders i.e. local, global etc. and deliver the task within specified timeline Job related competencies: Demonstrate Customer Focus Communicate Effectively Collaborate for Achievement 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. #dispersionsresins&additives

Created: 2024-11-13