Senior Customer Experience Specialist – Care Chemicals

Role Overview

• Leading day‑to‑day operations with a proactive approach to order management, owning the end‑to‑end order‑to‑cash process, anticipating customer needs, and providing recommendations based on order patterns and trends.
• Driving customer financial performance by identifying upsell opportunities and highlighting deviations from customer forecasts to support revenue growth.
• Navigating complex order‑to‑cash processes and competing priorities, applying sound judgment while continuously improving processes and policies that enhance the customer experience.
• Analyzing Supply Chain and business KPIs, driving improvements based on insights, and sharing best practices across the organization to accelerate growth.
• Collaborating cross‑functionally with business, functional, and commercial teams to build deep customer and market understanding, supporting profitable business decisions.
• Identifying and presenting opportunities, developing sustainable solutions, contributing to account plans, and championing continuous improvement, while ensuring customer business continuity plans and CEX team backup coverage.
• Facilitating the resolution of order exceptions and customer issues by leveraging Salesforce, establishing and utilizing reporting processes, and engaging internal stakeholders on commercial topics.
• Managing customer eCommerce platforms by proactively driving eSolutions, implementing digital tools and approaches, and promoting self‑service capabilities to improve engagement and efficiency.
• Leading new hire onboarding and mentoring teammates while serving as a subject‑matter expert for complex order‑to‑cash processes.
• Representing CEX by leading projects and initiatives, delivering measurable business results, driving continuous improvement, and collaborating cross‑functionally to ensure success.

Requirements

• Preferrably hold a bachelor's degree in Business Administration, Supply Chain or related field.
• Preferrably bring 2 years of experience in Customer Experience related roles.
• Possess a continuous improvement & customer focused mindset.
• Have strong analytical and problem-solving and organizational abilities.
• Bring strong project management experience, robust knowledge of Microsoft Office, SAP or other relevant Enterprise Resource Planning systems.
• Possess excellent communication skills.

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!