Customer Experience Specialist

Customer Service / Order Management Specialist

Company: BASF
Location: Southbank, Melbourne
Work Type: Hybrid (3 days office / 2 days WFH)


About BASF

BASF is the world’s leading chemical company, combining economic success with environmental protection and social responsibility. With over 150 years of innovation, BASF creates chemistry for a sustainable future, supplying products and solutions across industries including agriculture, manufacturing, construction, automotive, and consumer goods.
Based in our modern Southbank office, this role offers the opportunity to work closely with customers, sales, and supply chain teams while supporting major accounts and contributing directly to customer satisfaction and business performance.

About the Role

BASF is seeking an experienced and proactive Customer Service / Order Management Specialist to join our collaborative supply chain team based in Southbank. This role is responsible for managing customer orders for a dedicated portfolio of major accounts while partnering closely with Sales, Planning, and Supply Chain teams.
You will be a key point of contact for customers, ensuring accurate order processing, timely deliveries, and effective resolution of issues in a fast-paced environment.

Key Responsibilities

• Manage end-to-end customer orders for an allocated group of customers
• Process new orders, forward orders, allocations, and delivery creation
• Provide phone and email-based customer support
• Work closely with the Sales team to manage allocations and priorities
• Gather and share market and customer feedback with internal stakeholders
• Support major accounts with a high level of service and responsiveness
• Collaborate daily with Supply Chain and Planning teams to ensure optimal service outcomes
• Proactively identify issues and implement effective solutions

• Proven experience in a Customer Service, Order Management, or Supply Chain role
• Experience using SAP or a similar ERP system (highly regarded)
• Strong communication skills, both written and verbal
• High attention to detail with strong organisational skills
• Ability to manage multiple tasks simultaneously and think on your feet
• Proactive mindset with the initiative to act on feedback and improve processes
• Strong team player who thrives in a collaborative environment

• Hybrid working model (3 days onsite / 2 days remote)
• Modern Southbank office location
• Competitive salary package
• Opportunity to work with a global, values-driven organisation
• Supportive team culture with exposure to major customers and complex supply chains