Customer Solution 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 Solution Manager 

POSITION PURPOSE:

The primary responsibility of this role includes managing day-to-day order-to-bill operations that realizes highest levels of customer satisfaction for PH/CH/RAD divisions. The position is responsible for developing customer relationships and drive joint value creation projects as fulfilment lead through effective collaboration with internal and external stakeholders. The position holder oversees monitoring, reviewing, and improving/maintaining processes and procedures to leverage efficiencies while maintaining compliance. 

Under DSO structure, He/she reports to customer solution pool lead as R-line and executes key tasks and responsibilities with close collaboration with local work squad colleagues for business deliveries/outcome. Local A line manager supports on local administrative topics.

This job serves to add value to the business by managing the local order-to-bill services whilst respecting the implementation of local norms and laws as well as according to the divisional needs, with the overall goal ensuring customer satisfaction.

YOUR TASKS AND RESPONSIBILITIES:

• Act as first point of contact to manage escalations and exceptions from service delivery network where policies cannot be applied, including but not limited to: conflicts in commercial terms, order related inquiries, resolutions for blocked or incomplete orders, price and rebate, claims and complaints.


• Oversee of all third-party operations to make sure operational continuity through relevant KPI. Actively identify and document performance trends and collaborate with Global Process Owners and third-party vendor to address repetitive findings and develop corrective and preventative actions.  


• Engage with key customers to drive joint-value creation projects. Further establishes customer focus and ensures high levels of customer satisfaction by measuring and tracking relevant customer satisfaction metrics.


• In conjunction with local division (PH/CH/RAD) colleagues, continuously recommend and implement process and technology improvements


• In collaboration with local business and global customer solution strategist to drive efficiency and quality.


• Support global O2B project implementation in local market when it is required, for example play expert role for S4 HANA implementations.


• Close collaborate with upstream and downstream cluster (planning, logistic, Finop) to achieve synergy.


• ICS and Internal/External audit response when it is required.

Note: Based on the capabilities and experience that the selected candidate brings, the organization positioning will be calibrated.

WHO YOU ARE: 

• Bachelor’s degree in a business discipline with prior experience in the healthcare sector


• Minimum 5-7 years of operational experience in O2B area or supplier chain or Finance related area.


• Deep understanding of end-to-end order-to-cash operations with particular focus on O2B


• Strong stakeholder management capabilities and comfortable working with all levels of management


• Mature business ethics and deep understanding of applicable regulatory requirements


• Assertive, competent, confident, and resilient


• Excellent analytical and communication skills


• Capability to lead the adoption and implementation of new technologies and innovations.


• Fluent English in writing and speaking.