Head of Customer Service

The ALTANA Group develops and manufactures high-quality, innovative specialty chemical products. With us, you can help shape many important details of the world of the future. Our four divisions BYK, ECKART, ELANTAS, and ACTEGA have set worldwide standards in their markets. Our innovative products enable companies to develop technologies of the future today, technologies that make life easier, safer, and more comfortable. With sales of around 2.7 billion euros, we are one of the world‘s most innovative, fastest-growing, and most profitable chemical companies. We currently employ more than 6,700 people who have good ideas for the world of the future. Discover your decisive plus for your future. Bringing you many advantages.

The BYK division manufactures innovative additives as well as testing and measuring instruments for the coatings and plastic industry, and provides for surface gloss and scratch resistance. BYK Additives & Instruments is one of the world’s leading suppliers in the field of additives and measuring instruments. BYK Additives improve the product characteristics and production processes. BYK Instruments can effectively evaluate the quality of color, gloss and appearance as well as the physical properties of paint, plastic and paper products as an important part of quality control. Today the company employs more than 2,300 people worldwide and forms part of the ALTANA Group.

Head of Customer Service

Your task structure

Guidance and leadership of a team of 6 CSRs

  • Responsible for all customer service activities
  • Guidance and leadership of a team of 6 CSRs including development, motivation and training
  • Secure and optimize the operational processes with focus on customer needs and internal SAP processes. This also includes payment tracking, consignment stock management and customer complaint handling.
  • Enable a frictionless daily work and be first contact for general topics for the team
  • Steer and manage area as well as department related projects and actively participate in cross-departmental projects
  • Expand and cultivate the network with interfacing departments like sales, logistics, production planning and IT, both locally as well as globally
  • Report KPIs and analyze of the activities in the area of responsibility

Your recipe for success


  • Academic degree in Business Administration or comparable qualification
  • Managing experience in a comparable job in Customer Service
  • At least 3 years’ experience in leading and developing people
  • At least 5 years’ experience in domestic and export business handling
  • Substantial User knowledge of MS-Office, SAP ERP (module SD) and BW combined with a generally high IT-affinity
  • Project experience and CRM knowledge beneficial
  • Strong in data analytics
  • Fluent and professional communication in Chinese and English
  • Background and experience in a producing, globally acting company

Required Skills & Knowledge:

  • Strong customer orientation
  • Substantial organisatory and process development skills
  • Pragmatic process and result-oriented way of working combined with high sense of responsibility
  • Strong team player and communicator
  • Inclination for continuous process improvements and digital solutions
  • High commitment and resilience

Your spectrum of advantages

In the ALTANA Group, you will work in a unique culture of innovation where the utmost importance is attached to promoting individual ideas and abilities as well as open, trusting interaction. BYK Additives (SH) Co. Ltd. offers you a lot of advantages. They include pleasant-sized operations where employees get to know each other personally and exchange ideas, extensive interdepartmental initial training, short information and decision-making paths, comprehensive further education and training offers, flexible working hours with flextime, and impressive compensation with good employee benefits and pension plans.

We invite you to get to know us better and to become part of our team. Discover your career plus in specialty chemistry. Please send us your application, preferably via our jobmarket www.altana.jobs. Contact: Mr. Zong Xian HU, Head of HR ,BYK Additives (SH) Co. Ltd., Tel +86 21 3749 8888

ALTANA AG and its subsidiaries is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

Job number: CHINA00077

Legal entity: BYK Additives Shanghai Co Ltd

Location: Shanghai

Area of operations: Kundenbetreuung / CRM

BYK Additives Shanghai Co Ltd