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Customer Service Officer - Nutrition & Health
About the position
We are looking for a Customer Service Officer to join our Nutrition & Health team in Florham Park, NJ. Come create chemistry with us! At BASF Nutrition and Health, we develop, produce and market ingredients and solutions for the nutrition and health industries that fulfill the highest safety, regulatory and sustainability standards. We bring our passion and energy to work every day, knowing that through our cutting-edge research and global collaboration, we deliver products that support the health and wellbeing of humans and animals alike across the globe. Our areas of impact include Human Nutrition, Animal Nutrition, Aroma Ingredients, Pharma Solutions and Enzymes. Working in Nutrition and Health offers opportunities for you to develop and grow at every stage of your career. If you enjoy working in a truly inclusive, and highly collaborative environment where you will be valued, recognized, and rewarded for your contributions, we look forward to meeting you! As a Customer Service Officer (CSO), you will manage the end-to-end ‘order to delivery’ lifecycle. The CSO ensures accurate and timely processing of orders, collaborates with Supply Chain Management, Logistics, Delivery Management, and other stakeholders to achieve high delivery reliability, and plays a critical role in maintaining customer satisfaction. This position emphasizes digital enablement and operational efficiency, making the CSO a key contributor to customer-centric service excellence.As a Customer Service Officer - Nutrition & Health, you create chemistry by...
Responsibilities
- Acting as intervention manager throughout the order-to-delivery process to anticipate and resolve potential issues independently. Ensuring customer Non-Conformances are recorded correctly in the system. Promoting self-service for NC recordings, e.g. via myBASFWorld.
- Proactively communicating any deviations in availability or delivery timelines by leveraging the use of self-service tools for timely information access and issue resolution. Supporting on training and troubleshooting digital self-service platforms to enable customers and the sales team to independently track order status and receive real-time updates.
- Contributing to continuous improvement initiatives in customer service operations by identifying opportunities for ‘touch-free’ order processing with minimal manual intervention needed.
- Accurately documenting and maintaining customer information and order processes, including new customer set-up.
- Tracking and reporting on Key Performance Indicators (KPIs) related to customer experience metrics, as well as gathering customer market intel and trends to support cross-functional initiatives and participate in business meetings.
- Understanding and enforcing stated business rules and raise awareness of situations where a resolution requires cross functional coordination.
Requirements
- Hold a Bachelor’s degree in Supply Chain Management, Business Administration, Industrial Engineering, or a related field, plus, 3-5 years of experience in Customer Service or related Supply Chain roles OR High school diploma or GED, plus, 8+ years of experience in Customer Service or related Supply Chain roles. Advanced degree (MBA or MS in Supply Chain) will be a plus.
- Experience working in a matrixed, global organization. Familiarity with centralized planning models and regional execution strategies.
- Are proficient in SAP and possess strong Excel skills. Have understanding of the order-to-delivery process in a global setup with multiple supply points. Experience with data visualization tools (e.g., Power BI, Tableau) and knowledge of imports-exports, customs, and foreign trade operations is preferred.
- Have strong analytical and problem-solving skills, communicate clearly, manage stakeholders effectively, and stay calm in conflict situations.
- Are able to work independently and across teams, adapt to changing business needs, and help plan and lead transformation initiatives.
Nice-to-haves
- Possess language skills in Spanish will be a plus.
Benefits
- Flexible work arrangements whenever possible
- Highly competitive retirement savings plan with company match and investment options
- Well-being programs that include comprehensive mental health support for you and your household family members
- Family forming benefits (fertility, adoption and surrogacy reimbursement, maternity/parental leave, and more)
- Back-up child and elder care with discount programs for families of all ages and stages
- Mentoring and career development opportunities that allow you to share, learn, and thrive
- Matching gifts program that allows you to deepen the impact of your contributions to qualified charities.
- Employee crisis support for when the unexpected happens
- Access to our BASF wine cellar, employee discounts, and much more!
