Customer Service Officer, SEA

BASF

Objectives of the position

The Customer Service Officer, SEA is responsible for executing end-to-end customer service and order management activities to ensure efficient and accurate order fulfillment, export shipment coordination and high customer satisfaction across the SEA region. The role supports both inter-company and third-party customer operations while ensuring compliance with trade regulations, operational procedures and customer service standards.

Core responsibilities

To execute end-to-end Order-To-Cash (OTC) processes including order entry, order processing, delivery coordination, invoicing support and shipment tracking
To manage both inter-company orders and third-party customer orders to ensure timely and accurate fulfillment
To coordinate export shipments including shipping documentation, booking arrangements and delivery follow-up activities
To maintain proactive communication with customers regarding order status, product availability, shipment schedules and delivery updates
To perform regular checks on customer orders, pricing, credit blocks and compliance requirements within SAP systems
To ensure compliance with export control regulations, trade compliance requirements and company operational procedures
To coordinate closely with Supply Chain, Logistics, Warehouse, Finance and Sales teams to ensure smooth operational execution
To support resolution of customer complaints and raise Non-Conformance Management (NCM) cases where required, ensuring timely follow-up and closure with relevant stakeholders
To monitor order fulfillment performance and support continuous improvement initiatives to improve service efficiency and customer satisfaction
To maintain accurate master data, customer information, and operational documentation within SAP systems
To support preparation and verification of shipping and export documents including invoices, packing lists, bills of lading and insurance documentation
To act as backup support for other Customer Service team members during leave or absence periods to ensure business continuity and uninterrupted customer support operations

Job requirements and qualifications

Diploma or Bachelor’s Degree in Business Administration, Supply Chain, Logistics, or related discipline
Minimum 2–4 years of experience in Customer Service, Order Management, Logistics or Supply Chain operations
Experience in export shipment coordination and order management within a regional environment is preferred
Has a strong knowledge of Order-To-Cash processes, export shipment coordination and customer service operations
Experience with SAP ERP systems (SD/MM modules preferred) and Microsoft Office applications
Good communication and stakeholder management skills
Ability to work effectively in a fast-paced environment with strong attention to detail and accuracy
Good knowledge of shipping documentation, trade complianc, and export processes will be an advantage
Strong problem-solving mindset with customer-focused approach
Ability to manage multiple priorities and work collaboratively with cross-functional teams

Position may be based in Singapore, Thailand or Vietnam (on local terms).