Head of US Customer Service - RTP, NC

BASF is an internationally successful agricultural solutions company delivering sustainable products and services for farmers and stakeholders across the value chain. BASF is seeking a Head of US Customer Service to lead the customer service organization, own order-to-cash performance, support financial and customer service KPIs, manage seasonal readiness, resolve complaints, advance digital customer experiences, and develop a high-performing team.

Responsibilities:

• Leading the US Customer Service organization across order management, customer experience and inquiry resolution, owning end-to-end order-to-cash service performance, so orders are captured, processed and fulfilled accurately and on time
• Supporting financial KPIs by working directly with Controlling, Business Operations and Marketing to steer supply and order management against active market and program demands and partnering with Strategic Account Managers to align on customer and financial expectations
• Setting and delivering against customer service KPIs including order accuracy, on-time delivery, response time and NPS, and partnering with Commercial, Logistics, Planning and Finance to drive an integrated customer-first agenda
• Partnering with Marketing and Fulfilment teams to influence and steward commercial programs from development through execution, and collaborating with Supply Chain, Marketing and Sales on channel partner activity affecting supply and forecast attainment
• Managing the seasonal peak readiness program to ensure service capacity and continuity through high-demand campaigns
• Leading customer complaint and dispute resolution processes, identifying root causes and driving systemic cross-functional improvements
• Championing the digital customer experience agenda, including portal, EDI, e-ordering, and self-service capabilities
• Developing and retaining a high-performing customer service team, fostering a culture of empathy, accountability and continuous learning, and presenting at Commercial Leadership, Field rep and Strategic Account meetings

Requirements:

• Hold a Bachelor's or Polytechnic University degree, with a minimum of 10 years of experience in Supply Chain and Customer Service-related functions
• Bring your 15 years' overall experience to this role
• Bring strong leadership skills and extensive expertise, with experience managing managers in a line organization
• Have extensive, senior-level professional experience and be comfortable operating with shared accountability and local geographical scope
• Demonstrate a shaping-level strategic impact and the ability to interact and collaborate cross-divisionally, reporting to a Director-level leader
• Be able to adapt to sensitive communications around supply and fulfilment for distributors, retail, field and customer audiences at different levels
• Applicants must be currently authorized to work in the United States on a full-time basis