Senior Customer Experience Specialist, Care Chemicals, Florham Park, NJ (Hybrid)
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About The Position
As a Senior Customer Experience Specialist at BASF Care Chemicals, you will play a pivotal role in managing a global key account, overseeing all order to cash processes, and ensuring an exceptional customer experience. This position requires a strong customer-focused business acumen, excellent time management, and organizational capabilities. You will be expected to engage with supply chain and commercial team members to drive operational excellence and continuously improve customer satisfaction. Your responsibilities will include leading operational meetings, managing the order to cash process, and proactively addressing customer needs based on your in-depth knowledge of the business and customer expectations. In this role, you will be the primary point of contact for resolving issues that extend beyond your core responsibilities. You will be tasked with identifying upselling opportunities, analyzing supply chain and business KPIs, and implementing solutions to complex customer needs. Your success will be measured through customer satisfaction metrics, such as the Net Promoter Score, and your ability to navigate complex order-to-cash processes while applying strategic decision-making. You will collaborate with various business partners and functional teams to develop a comprehensive understanding of customer needs and market intelligence, contributing to business growth and profitability. Additionally, you will manage the customer's eCommerce platform, actively pursuing digital solutions and tools to enhance customer engagement and self-service capabilities. As a mentor, you will lead new hire onboarding and serve as a process expert for the order to cash process, representing the Customer Experience team in various projects and initiatives.
