Specialist, Customer Service/ スペシャリスト、カスタマーサービス - 700761

Specialist, Customer Service/ スペシャリスト、カスタマーサービス

exciting opportunities to learn!!


大手企業 (300名を超える従業員数) - 外資系企業  
東京都 23区, 港区
日比谷線、 六本木駅
2018年05月18日 08:50


大学卒: 学士号  


Objectives of the Position

  • Lead and manage OTC at direct the related business unit(s) of Customer Service.
  • Propose and implement solutions to business operations and customer service group proactively by analyzing / reviewing related business operations, and increase continuous efficiency and improvement.
  • Drive actions that directly contribute to achieving sales, profit, and growth targets by offering services that meet customer needs which are in line with country SCM, and business unit strategies.

Main Tasks

・Key Performance Indicators – Response for the managing of core KPIs, including steering actions for improving performance within related business unit(s), i.e. Delivery Reliability, Days of Sales Outstanding, # of order / FTE.

・Customer relationship management – Enhances customer relationships in accordance with related business unit(s), and sales strategies, e.g. perspectives, sales excellence, value based management, and business rules.

・Order to Cash and Non-conformance management –

  • Provide order management-related expertise and information to business, functional counterparts and related business unit(s) customer services community for continuous process improvement, system harmonization and solution coordinator for process problem solving.
  • Offer guidance to CSO team in capturing customer expectation / requirement in NCM process within own responsible business area. Analyze the root causes, propose corrective measures and ensure on-time closure of the end-to-end process in coordination with BUs and Functions for non-product quality complaints

・Innovation – Develop and implement solutions in order to enhance customer satisfaction as well as to enhance efficiency as solution provider within own businesses.

・Logistics Service Providers – Provides operational support of  LSP operations in terms of on time delivery and shipment.  Responsible to ensure appropriate services, such as compliance, on time delivery to meet business requirements, manage business rules in line with budget.

・Process Improvement – Directs the identification and implementation of improvements in related process areas and share best practices among customer service community to contribute to strengthen related business area of customer service group.

・Projects – Directs implementation and timeline of customer service related projects own business area.

・Integration – Manage related customer service activities, including best practice sharing, process set up and system migration.  Periodic review of process to identify improvement opportunities.


- Education: Bachelor's Degrees in Supply Chain, Logistics, or related field.  Certification in APICS (BSCM) is preferred .  Ability to write / speak both Japanese and English are also required.

- Working Experience: Four (4) years in Customer service area or other SCM/Logistics related area
Project management experience is preferred.

- Technical & Professional Knowledge: Developed in project management with an ability to effectively negotiate with commercial, functional units, and regional units.  Thorough knowledge of sales process and OTC process, sales and operations planning, transportation, distribution, 3rd party logistics.  Material requirements planning, inventory control theory and practice preferred
Good understanding of the products / services offer in a responsible area.

- Working experience of SAP R/3 or other ERP system required, and MS Office are also required. SAP R/3 MRP and/or SAP APO experience preferred.


BASF, headquartered in Ludwigshafen, Germany, is the world’s leading chemical company. Setting as our corporate purpose “We create chemistry for a sustainable future,” we combine economic success with environmental protection and social responsibility. 

Established in 1865, BASF now has more than 150 years of history with subsidiaries in more than 80 countries and around 114,000 employees. Our portfolio is arranged into five segments: Chemicals, Performance Products, Functional Materials & Solutions, Agricultural Solutions, and Oil & Gas. Our products and solutions contribute to almost all industrial sectors, such as transportation, construction, consumer goods, health and nutrition, electronics, agriculture, as well as energy and resources. With such a broad range of chemical expertise and our global presence, we provide sustainable solutions to business partners all over the world.

In Japan, we have been a committed partner to local industry since 1888. Our activities cover four segments: Chemicals, Performance Products, Functional Materials & Solutions and Agricultural Solutions. With a strong presence in Japan, including 24 production sites, as well as research and development facilities in Amagasaki, Yokohama, Chigasaki and Sanmu City, BASF supports Japanese customers who are bringing their solutions to local and global markets.