CSO Lead Full Time

• Responsible to drive the O2C process effectively for ECO business. As an expert guide CS community for Continuous improvements, system harmonization and Solution provider for process related problems.
• Guide team members to manage efficiently and effectively matters related to O2C processes
• Foster customer focus culture based on guidance from BU SCM Head and Other EC leadership team members.
• Manage the teams IDP’s process, setting up TA, Performance Reviews.
• Review Job grades and Resource utilization at regular intervals, plan with BU SCM Head to optimize team resources aligned with BU needs.
• Develop individual training program based on current and future development needs
• Interact with business management and sales teams to gain knowledge of business and customer needs. Organize customer visits for self and CSO’s in alignment with business and customer needs.
• Engage in Projects related to Digitization, Customer Care, Supply Chain Management (Regional / Local level)

Main Areas of Responsibilities and Key Activities (Functional KPI Scope):

• Value creation for EC division (DR,OIV,forecast accuracy Others) based on aligned targets
• Enhance customer and market proximity to support top line growth and provide superior service to customers
• Guide and train CSO’s to capture market intelligence and feedback information to the business to leverage potential Internal business opportunities

(Sales Growth Scope):

• Managing the entire Order to Cash Process
• On boarding of new customers and timely product sample sharing
• Collaborate through active participation in BU S&OPs and Sales Meetings
• Collaborate with GB team on warehousing, Transportation, CRM etc for smooth operations.

(SCM Excellence scope):

• Drive customer intimacy and transactional activities to make BASF faster, Simpler and most cost efficient
• Drive NCM process to enhance customer satisfaction with continuous improvement measures on feedback of NPS.
• Establish, Promote, and develop – Digitization as service differentiator, Best Practice sharing, Workload assessment tool to optimize CSO workload and enrich work content.

(People Development Scope):

• Coach CSO’s and encourage them to demonstrate leadership behaviors
• Create strong back up mechanism and robust succession planning
• Motivate team for CS Awards participation and help them share and learn Best Practices

(Governance Scope)

• Preparation of monthly reporting and docs including deviation analysis
• Support all Global, Regional and Local audits where the scope covers Customer Services / Care.

Job Skills:

• Team management
• Proactive
• Attention to details
• Good communicator
• Analytical Skills
• Cross functional collaboration

Job Requirements (minimum requirement to carry out the work)

Education ▪ Education in business and or supply chain preferred

▪ Experience in customer service, Supply Chain, Controlling, and Team management

▪ APICS certification is a plus Internal Working Experience

▪ +10 years of working experience in supply chain roles Technical & Professional Knowledge

▪ Strong knowledge of SAP (Transactional / Planning systems) and BW.

▪ Advanced MS Office skills

▪ Service excellence competencies (Team Player, Positive attitude, etc.)