Senior Digital Customer Experience (CX) SpecialistDigital Hub Kuala Lumpur attracts, grows, and develops passionate people who will meaningfully impact the digital future of BASF. Come join us and be a part of our digitalization journey.
Objectives of the position
The Order Automation team drives eCommerce forward contributing to the Seamless Customer Experience (SCX) with solutions and services for BASF BUs so that they can improve their efficiency and have a positive impact on BASF growth.
In this role, you will support the daily operation of order automation tools, working closely with business users to implement fully automated services to increase efficiency for businesses. Additionally, you will be responsible for driving development and business engagement of new technology to support the order automation strategic roadmap.
Responsibilities
Interface with business to determine causes for order creation failures
Conduct investigation and root cause analysis
Develop and recommend improvement plans to prevent reoccurrence of order failures
Promote eChannel solutions with business to increase eShare
Onboard customers to Digital Commerce tools (Cor2E, Elemica QuickLink email, etc.)
Map and educate customer order forms to enable the Cor2E tool to successfully process incoming purchase orders
Collaborate closely with the project team on new strategic order automation projects as a key project team member
Provide business demands to new projects, perform testing, and provide feedback for developers
Responsible for business engagement on change management tasks for new projects
Requirements
Degree in Computer Science, informatics, business informatics, or in a comparable field
Minimum 3-5 years of experience in Customer Experience (CX) related roles
Excellent problem-solving and analytical skills
Experience working within the Digital Commerce processes
Basic utilization of SAP Cobalt including Order-To-Cash processes
Order management and customer interaction experiences
Familiarity with order processing and good Excel skills
Machine learning / artificial intelligence experience
As one of the world's largest chemical companies, BASF is on a mission to create chemistry with a sustainable future. The Digital Hub Kuala Lumpur, alongside four other Digital Hubs across the globe, are part of the Global Digital Services team, which is the technology powerhouse driving our vision. As an integrated hub focused on digital growth and innovative business solutions, you will find many opportunities to create an impact here.
Whether you want to streamline processes with robotics automation, deep-dive into emerging technologies, or help tell the story of BASF – we have you covered. By investing in best-in-class tools and encouraging cross-functional collaboration, we empower our people to be curious and pursue any area of the business that interests them. The bottom line? We want you to bring your differences and spark positive evolutions in BASF.#J-18808-Ljbffr