Customer Service Representative at Bayer

Job Purpose:


Execution of the best-in-class service through effective Service s with customers to ensure customers' business needs are fulfilled and sales targets are met in partnership with the Commercial organization


Key Tasks and Responsibilities:

Interact with customers (directly and via sales team members)


Orchestrate the service relationship, acting as primary 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, updates on products, programs, etc.
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 experience
SME - order flow & systems and reporting


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; in order fulfillment - scheduling, ad-hoc - product returns, delivery complaints, etc).
Manage research, resolution, documentation and communication for complaints & errors (incl. Delivery)
Involove CA for resolution of non-immediately resolvable requests (i.e, pricing)


Partner with Commercial /Supply Chain team


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 improvements in operational efficiency, customer experience, etc.
Customer Master Data Management: Creation of new customer accounts on P4S and P08 - Aligning with master data team to ensure all required documents for customer account creation are sent. Further management of data with amendments or deletion of redundant accounts.
Reporting & Visibility (Analytical skills, driving action, proactive and taking initiative)
Participate and represent CS in S&OE meetings, etc.


Help onboard new colleagues, provide function-specific peer-to-peer training


Conduct training sessions and influence customers to adopt new processes, tools, and systems
Identify and implement improvements in operational efficiency, customer experience, etc.


Required Qualifications:


BS/BA in Agriculture, Agronomy, Business, Supply Chain Mgmt, or related fields
3-5 years of operational experience in Customer Service, Commercial, Logistics, Administration
(Domain knowledge in agriculture and relevant products)
Key competencies: customer focus, results orientation, communication, collaboration, agility, relationship and conflict management, decision making
Knowledge of IT systems and tools, e.g. ERP, SalesForce, EDI preferred
SAP preferred
Communication with empathy, organizer, coach, customer relationship management skills
Fluent in English and country - relevant language(s)