Customer Service Representative

At Bayer we’re visionaries, driven to solve the world’s toughest challenges and striving for a world where ,Health for all, Hunger for none’ is no longer a dream, but a real possibility. We’re doing it with energy, curiosity and sheer dedication, always learning from unique perspectives of those around us, expanding our thinking, growing our capabilities and redefining ‘impossible’. There are so many reasons to join us. If you’re hungry to build a varied and meaningful career in a community of brilliant and diverse minds to make a real difference, there’s only one choice.

Customer Service Representative

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)

As part of our commitment to inclusion, we want to ensure persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, please contact us at [email protected].

Location

South Africa : Gauteng : Midrand

Division

Crop Science

Reference Code

872609

Bayer welcomes applications from all individuals, regardless of race, national origin, gender, age, physical characteristics, social origin, disability, union membership, religion, family status, pregnancy, sexual orientation, gender identity, gender expression or any unlawful criterion under applicable law. We are committed to treating all applicants fairly and avoiding discrimination.