Customer Service Representative SAC at Bayer

Job Purpose:

• To manage the end-to-end customer order cycle for the SSA region, ensuring accurate order processing, efficient logistics coordination and pro-active issue resolution.
• This role is critical in building strong distributor  and Key accounts relationships, ensuring compliance with regional trade requirements and supporting  the company’s growth strategy in diverse SSA markets.

Key Tasks and Responsibilities:

Interact with customers (directly and via sales team members)

• Act as point of escalation for operational daily requirements providing best in class service and autonomy in business daily operations
• 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, 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 / Distribution 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)

Take on projects across divisions and Africa

• Order entry optimizing project, customer experience both internal and external
• SME (Subject Matter Expert) for SSA on P4S & P08 business

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

• Act as a go to person in onboarding new team members, aiding in provision of all the required systems access  and perfect take-off.

Required Qualifications:

• BS/BA/Bcom in Business / Supply Chain Management, or related fields required; MS/MBA preferred
• 5 years of operational experience in Customer Service, Commercial, Logistics, Supply Chain & Administration, incl. managing teams (Strong domain knowledge in agriculture preferred)
• Key competencies: customer focus, strategic mindset, results oriented, collaboration, agility, conflict management, decision making, strong communication, interpersonal, negotiation, relationship management skills
• Knowledge of IT systems and tools, e.g. SAP ERP, Sales Force, EDI preferred
• Preferred proficiency in English language; Portuguese/French speaking will be an added advantage.