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BASF Customer Care Manager in Wyandotte, Michigan

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, age, citizenship, color, religion, sex, marital status, national origin, disability status, gender identity or expression, protected veteran status, or any other characteristic protected by law.

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—especially from within, 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 America’s Best Employers in 2021. Come join us on our journey to create solutions for a sustainable future!

Customer Care Manager, Performance Materials (2200080) – Wyandotte, MI

Where the Chemistry Happens

BASF is The Chemical Company focused on global challenges today and in the future. Our people change the world each and every day. We have big goals for our Customer Care group and we’re working hard to make our customers more successful by providing a best in class customer experience.

Our dedicated Customer Care Team collaborates with our internal partners to communicate to customers with confidence. We win together to execute upon and meet our customers' needs. Our Customer Care Team acts as solution champions, delivering winning results and a premiere customer experience. We also communicate with confidence and react quickly to resolve customers' issues. Whether it's answering a service question, directing customers to the BASF product expert, or following up on a shipment, we consider our Customer Care Team to be our problem solving and solution "champions", delivering winning results to customers.

In this role, you will support and develop strategies to support the PM North American business plan, as this team is responsible for managing the order to cash process (order management, revenue support, training, and continuous improvement) – approximately $2B/annual sales. You will play a key part of leadership to manage approximately 15 employees, including a Team Lead, to ensure BASF is meeting and exceeding our customer’s expectation for order and solution execution.

Under the direct supervision of the Group Manager, you will be responsible for the entire order fulfillment process. You will understand and follow defined Customer Care processes and procedures and serve as the BASF primary point of contact for customers.

Formula for Success

  • Leveraging your educational and professional background in Supply Chain, Business Management, Logistics, Operations, or a related field, you will lead a Customer Care Team of approximately 15 employees.

  • Using your experience in leading teams and people, you will manage the daily customer support operations for the assigned strategic business units of our Performance Materials business. This will include ensuring customer and account coverage, executing differentiated services for customers, contributing to the Sales & Operational Planning process, and leveraging eCommerce platforms.

  • Working directly with customers, Sales, and Account Management, you will drive measures to improve the experience of our customers together with supply chain planning and transportation.

  • Relying on your continuous improvement experience and mindset, you will drive projects to optimize our end-to-end supply chain processes and create sustainable operational benefits.

  • Your leadership will be valuable in developing the Customer Care Team through coaching and mentoring, process improvement, and training curriculum development.

  • Using your excellent communication and presentation skills, you will ensure alignment across the business in the areas of customer satisfaction, pricing & invoicing, and improve the ease of doing business with BASF Performance Materials division.

Leadership Expectations : As a leader at BASF, you will play a key role in creating value for the company through people. Our top candidate will be expected to enable greater personal success among our employees through quality people development, coaching, and performance management. Leaders at BASF are role models to help employees develop the competencies needed to implement BASF's strategy. Our expectation is that leaders will coach and develop team members to reach their full potential, and support relevant development assignments, opportunities and moves while motivating and challenging employees to drive high performance. Our leaders must be committed to "hiring the best" internally and externally at the same time they are creating an inclusive environment which embraces and derives value from diversity. Finally, a leader at BASF must establish and support our safety culture in which all accidents are preventable.

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 and your job.

#IND-PerformanceMaterials

Job: LOSC - Logistics, Supply Chain & Customer Service

Organization: PM/CNC-Customer Care-63017856

Title: Customer Care Manager

Location: MI-Wyandotte

Requisition ID: 2200080

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