Global Job purpose  

In the Order to Cash organization, we are looking for an Customer Service Senior Associate who will be responsible for Order Management, Order Fulfillment and Billing activities to provide excellence in customer experience.  

The Customer Senior Associate will be responsible to perform a broad set of activities reaching from receipt of standard customer orders up to delivery, including timely and effective resolution of issues related to incomplete orders, delivery blocks and billing related activities. These activities include handling of customer complaints and returns as well.  

Major tasks and responsibilities 

• Timely and accurate processing of orders and reviewing issues related to automatically processed orders.  

• Perform analysis and support resolution of issues related to incomplete orders and delivery blocks with internal teams and/ or customers. 

• Receive and drive timely resolution of order-related customer queries and complaints. 

• Perform validation and resolution of customer complaints including liaising with appropriate internal Bayer functions, customers, warehouse and/or carriers.  

• Process and ensure that all return requests comply with Bayer Return policies including appropriate approval and documentation. 

• Perform process controls (ICS, ICM, BPC) as described in the desktop procedures.

• Conduct country-specific trainings to new joiners

Work relations 

• External Customers. 

• Supply Chain Management and other internal stakeholders. 

• Local Order to Cash Operations.

• Shared Service Center Delivery Network O2C Operations.

 • ITO Support Organization.

• O2C Center of Expertise.

Qualifications 

• 1-3 years of experience in Customer Service or other related Order-to-Cash processes.  

• Preferably a university degree or equivalent, especially with main focus on Administration or Supply. 

Chain Management. Alternatively, an equivalent progressive working experience. 

• Highly Customer oriented. Good communication and interpersonal skills. 

• Ability to prioritize, analytical skills, can-do attitude and ability to multi-task. 

• SAP experience valuable. Advanced MS Office. 

• Ideally fluent English skills both in the spoken and written form, plus minimum C1 degree of competence in French.