Customer Operations Manager

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 Operations Manager 

POSITION PURPOSE:

The role is responsible for leading smooth, accurate, and efficient execution of Order-to-Billing operations while ensuring timely resolution of Partner requests. The position supports business goals by driving service excellence, adopting new processes and technologies, and continuously improving Partner experience using AI led technologies.

KEY TASKS AND RESPONSIBILITIES:

Order Management

• Receive and process Partner orders through MOE and e-mail channels.


• Create and update orders received from Partner Interaction teams through Chatter.


• Initiate approval requests and workflows to resolve pricing, credit, and system-related blocks.

Order Fulfillment, Sales Returns, and Billing

• Execute and monitor transactions to support timely product delivery and billing.


• Submit required details through workflows for sales return processing.


• Create return orders and issue credit notes as per process requirements.


• Support the resolution of Partner queries related to orders, invoices, and returns.

Inter-Party Transfers

• Perform transaction reconciliation for dealer-to-dealer transfers.


• Complete order creation and delivery transactions accurately in SAP.


• Manage Partner requests that require detailed follow-up and cross-functional support.


• Work with internal teams such as Credit Management and Planning to resolve Partner issues effectively.


• Investigate and close complaints or queries related to orders, invoices, and returns in the system.

AI, Automation, and Digital Capabilities

Process Automation: Proven capability of low code automation tools such as Power Automate to simplify and improve business processes.

GenAI and AI Fluency: Demonstrate a strong understanding of GenAI use cases, prompt engineering, and Microsoft Copilot capabilities.

Agentic AI Awareness: Understand AI agents, workflows, and practical business use cases for intelligent automation.

Business Process Improvement: Identify manual activities and convert them into digital, automated, or AI-enabled solutions.

Stakeholder Communication: Understand business needs and translate them into practical automation and AI opportunities.

Data and AI Transformation Support: Support pilots, proofs of concept, adoption activities, training, documentation, and change management initiatives.

Leadership and Ways of Working

• Ensure compliance and control discipline across all processes.


• Collaborate effectively with internal teams and business stakeholders.


• Adapt quickly to process, technology, and business changes.


• Work with flexibility and ownership to meet deadlines and service commitments.

WHO YOU ARE:

• Graduate in any discipline.


• Minimum 2 years of operational experience, preferably in Customer/Partner Service or Supply Chain.


• Strong Partner focus, result orientation, collaboration, and agility.


• Good working knowledge of SAP SD module and Microsoft Office. (highly desirable)


• Demonstrable skills for low code automation and AI understanding (must have)


• Clear and effective communication skills.


• Proficiency in English and a regional language.


• Willingness to upskill and good knowledge of Low code technology

Ever feel burnt out by bureaucracy? Us too. That's why we're changing the way we work- for higher productivity, faster innovation, and better results. We call it Dynamic Shared Ownership (DSO). Learn more about what DSO will mean for you in your new role here 
https://www.bayer.com/enfstrategyfstrategy 

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