Customer Interaction Representative - Isando at Bayer

Role purpose

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

Key responsibilities and tasks

• 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
• 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, 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
• Partner with Commercial /Supply Chain team:
• Influence products 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.
• Help onboard new colleagues, provide function-specific peer-to-peer training:

Experience, Skills and 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
• Communication with empathy, organizer, coach, customer relationship management skills
• Fluent in English and country-relevant language(s)