Customer Service Representatives - SAC Role Purpose Execution of the best-in-class service through effectively managing 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. Seek customer feedback to track satisfaction level and identify solutions to improve experience. Receive, address & resolve any immediately addressable customer requests from customers and sales team members via structured communication (phone, email). Receive, document & resolve Quality & Service complaints. Influence Order in-take and delivery timing to achieve financial targets. Manage internal communication and alignment with various stakeholders like Customer facing squads, Commercial Operations, Supply Chain & Distribution, and other support function teams. Provide overall business updates & reports and customer account info. Ensure 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 and customer experience. Price Master Data management: Price confirmation on SAP with the Commercial Agreements team. Ensuring prices & discounts applied are compliant with the defined Price lists. Customer Master Data Management: Receive requests from the commercial team, validate, document and submit to Master Data Teams. Creation of new accounts on Salesforce and ensure maintenance of correct customer information in the system. Data analysis to generate weekly & Monthly report outs for internal stakeholders. Audit & compliance: Adherence to Global Guidelines and local policies to mitigate risks. Participate in customer service-related projects or initiatives. Attend to any other duties assigned in line with job expectations. Key Working Relations: Reports to SCM Operations Lead. Supply Chain Operations Planner. Customers/Customer Facing Units. Country leadership team, Commercial, Marketing, Regulatory, Finance & Controlling teams. Country SCM/CS team. Regional Planning, Distribution, Customer Service, Data and Digital teams. Site logistics/plant planners, Quality teams, HSE and Procurement. Commercial Agreements. Experience, Skills and 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. Key competencies: customer focus, strategic mindset, results orientation, 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 speaking will be an added advantage. Application Period: 06 November - 17 November 2024 Reference Code: 833257 Division: Crop Science Location: South Africa : Gauteng Functional Area: Customer Operations and Support Position Grade: E13 Employment Type: Regular Work Time: Standard Contact Us Address: 9 Country Estate Drive, Waterfall City, Johannesburg, 2090. P O Box 143, Isando, 1600, South Africa Email: ****** 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.
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