YOUR TASKS AND RESPONSIBILITIES

The primary responsibilities of this role, Customer Interface Account Specialist, are to: 

• Be the owner of the service relationship with assigned customer base, acting as primary communication contact for accounts -- on both inbound and outbound requests - for all matters related to service, orders and operational activities;
• Coordinate internal resources cross-functionally to solve customer problems and deliver solutions to accounts;
• Respond quickly and accurately to all customer inquiries on orders, supply availability and product information in adherence to defined lead times and expectations;
• Provide proactively order, supply availability and product updates to assigned accounts, executing upon opportunities that increase customer loyalty;
• Understand marketing and operational programs related to their customer base or region, and can accurately explain and answer questions related to customer eligibility and program details for customers;
• Develop understanding of the type, structure, go-to-market and needs of customers in region and utilize that knowledge to manage and anticipate customer requests;
• Seek proactively customer feedback -- regularly via phone and periodically in person -- to review satisfaction level, identify bottlenecks and propose internal solutions to improve customer experience;
• Interact with and manage internal communication with Commercial team, Team Leads, Finance, Credit and other support functions;
• Be responsible for logging all customer interactions in CRM tool, ensuring that appropriate ownership and escalation processes are followed in order to have each case closed within established lead times;
• Capture and escalate customer complaints via the CRM tool and ensure Team Lead's awareness to partner in remediation of any issues that negatively impacts customer loyalty;
• Understand relevant Key Performance Indicators and metrics for the role and department, maintain ongoing knowledge of current performance, and strive proactively to close performance gaps in partnership with Team Lead;
• Utilize product and agricultural business knowledge to support, educate, and advise customers on solutions;
• Participate in S&OP process as defined by manager to promote ongoing understanding of supply and optimization of resources;
• Maintain an ongoing understanding of supply for products relevant to their customer base or region, leveraging partnership with Customer Operations, supply reports and resources from the CRM tool and promoting more knowledgeable first-line support to the customer;
• Ensure that all credit, debit and return requests are compliant, with all applicable approvals received, prior to submitting for processing to Customer Operations via the CRM tool;
• Partner with Customer Operations counterparts to ensure accurate processing, management and timely delivery of customer orders and utilize CRM tool and reports to keep a constant pulse on orders pertaining to assigned customers or region;
• Adhere to proper communication flows and processes, utilizing the CRM tool, when sharing internal business information (i.e. Order, supply, delivery, information);
• Partner with Trade and Compliance as directed by manager and in specific instances where partnership and communication is a direct result of a specific customer request;
• Adhere to defined processes to promote a successful First Pass Rate on cases;
• Oversee control, knowledge and adherence to all pertinent QMS and SOX processes and documentation and supports the team in updating and creating Service-related documents as appropriate or requested by Team Lead or Process and Governance counterparts.

WHO YOU ARE

Your success will be driven by your demonstration of our LIFE values.  More specifically related to this position, Bayer seeks an incumbent who possesses the following:

Required Qualifications:

• Bachelor's Degree in Business or other related field; including May 2021 graduates with a Bachelor's degree in Business or another related field;
• At least one year of relevant customer service, sales or supply chain experience.
• Previous experience working in teams;
• Strong time management and organizational skills;
• Excellent verbal and written communication skills;
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously;
• Ability to build relationships via phone;
• Works with a sense of urgency and ensures data accuracy;
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook);
• Self-motivated to take personal responsibility for outcomes that impact our customer and business;
• Strong problem-solving and trouble-shooting skills;
• Country/area language plus English.
   

Preferred Qualifications:

• Experience working in Salesforce.com or another CRM tool;
• Advanced Excel skills and experience performing analysis in Excel;
• Previous agricultural business knowledge.