Customer Service Analyst (Order Management)
At Bayer we’re visionaries, driven to solve the world’s toughest challenges and striving for a world where, Health for all, Hunger for none’ is no longer a dream, but a real possibility. We’re doing it with energy, curiosity and sheer dedication, always learning from unique perspectives of those around us, expanding our thinking, growing our capabilities and redefining ‘impossible’. There are so many reasons to join us. If you’re hungry to build a varied and meaningful career in a community of brilliant and diverse minds to make a real difference, there’s only one choice.
When you show proactivity and ambition, we’ll harness it through a variety of opportunities and challenges in the diverse areas of our business – all with a strong and meaningful purpose. Where do you want to go? What do you want to do? How do you want to make a difference? The choice is yours, and we’ll help you get there. Be better together. Be Bayer.
Main Purpose
Seamless execution of the O2B operations including resolution of complex customer requests to deliver a world class customer experience to enable business targets achievement and sales growth Ensure the business delivery with a focus on customer satisfaction Strive for excellence in operations providing a competitive edge while improving overall customer experience and operational efficiency.
Your mission Will be to
- Interact with customers (directly and via sales team members).
- Orchestrate the service relationship, acting as primary communication contact for assigned customer accounts.
- Analyze account history, understand the region’s supply needs, help make decisions to optimize orders and product deliveries.
- Provide information on orders, supply availability, timing, deliveries, updates on products, marketing and operational programs.
- Reach out to customers for missing Customer Master data information to process sales orders.
- Seek customer feedback to track satisfaction level and identify solutions to improve customer experience.
- Resolve any immediately addressable customer requests: Receive requests from customers and sales team members via unstructured communication (phone, email, etc.).
- Address any immediately resolvable requests (e.g. in order management - order entry, status check, order adjustment; in order fulfillment – scheduling, etc. ad-hoc – product returns, delivery complaints, etc).
- Manage research, resolution, documentation and communication for complaints & errors (incl. Delivery).
- Involve Customer Operations for resolution of non-immediately resolvable requests and follow through action.
- Support sales, planning team members with customer information: Influence product take and delivery timing to achieve financial targets.
- Provide overall business update and customer account info (e.g. availability dates, delivery forecast, targets, progress).
- Monitor customer prioritization, delivery forecast targets and support product allocation management.
- Conduct training sessions and influence customers to adopt new processes, tools, and systems.
- Identify and implement (in alignment with Regional team) improvements in operational efficiency, customer relationship and experience.
- Execute order management, order fulfillment and billing tasks that do not require customer interaction.
- Lead CO Eximia activities.
- Create new orders from structured input.
- Execute and monitor transactions to enable delivery of product and billing.
- Tickets management (creation, follow-up and closure).
Unlock your Potencial
- Higher education completed or next to graduate (Engineer / Administration / Accountant / Commercial, Marketing or similar)
- 1+ years operational experience in Customer Service, Commercial, Logistics, Administration
- Basic knowledge in operations / business.
- Excel, SAP, Power Point. PowerBI desirable.
- Key competencies: Customer Focus, Collaboration, Agility, Conflict management, Digital Mindset, Drives Results, Decision making, Manages Ambiguity. Strong problem solving and analytical skill. Communication, organization and influencing skills required.
- Intermediate English level.
YOUR APPLICATION
This is your opportunity to tackle the world’s biggest challenges with us: Maintaining our health, feeding growing populations and slowing the rate of climate change. You have a voice, ideas and perspectives and we want to hear them. Because our success begins with you. Be part of something big. Be Bayer.
Bayer welcomes applications from all individuals, regardless of race, national origin, gender, age, physical characteristics, social origin, disability, union membership, religion, family status, pregnancy, sexual orientation, gender identity or gender expression. We are committed to treating all applicants fairly and avoiding discrimination.
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