Customer Interaction Specialist

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 Interaction Specialist 

Purpose: 

Leads and manages end-to-end customer interaction activities ensuring smooth processes, timely complaint resolution, and a high-quality customer experience. The role builds strong relationships with customers and channel partners, collaborates closely with commercial, planning, and logistics teams to support S&OP; and drives customer service initiatives aligned with regional and global strategies.

YOUR TASK and RESPONSIBILITIES:

• Manages end-to-end customer service and operations to ensure smooth and on time order processing up to billing.
• Develop and maintain relations with channel partners and guide them to implement sound Customer Service strategies and processes.
• Connect effectively with customers and work to create a great customer experience.
• Identify strategies to enhance Customer Satisfaction and work closely with Commercial Operations, Regional and Global teams to implement Customer Care initiatives in the country.
• Partner with local Commercial Operations Team to deliver sound market incentive programs and facilitate prompt calculations for payouts to the customers.
• Develop, implement and measure KPIs for Customer Service activities by closely working with regional and country commercial teams.
• Identify opportunities to optimize costs and implement cost saving projects together with Transportation & Warehouse Management Team and Regional Customer Service team.
• Work closely with Demand Planning and In-Season Planning team to facilitate S&OP process.
• Work closely with plant team to fine tune production schedules to support S&OP decisions and Logistics tactical plan.
• Partner with local sales team for ongoing channel inventory tracking at layer 1
• Track and monitor Perfect Order Metrics and identify opportunities for improving KPIs.
• Identify opportunities to improve processes. Manage local, regional and global process improvement projects in the country.
• Resolve any arising issues, complaints and problems on the SFDC platform (OCV/CRM) within defined SLA for all businesses 
• Work proactively with various departments to realize efficiencies and manage expectations.
• Provides Daily Sales Report of All Business Groups starting 2nd half of the month until EOM
• Analyzes sales data per distributor down to SKU level and generates
• Monthly Sales Report to Commercial (per squad).
• Reconciles variances on sales invoice, FOCs and incentives with commercial as well as customers.

WHO YOU ARE:

• Education: Bachelor's degree 
• Relevant experiences: strong experience in Customer Service and/or SCM
• Main competencies for the job:
  • Bayer Competencies: DSO and VACC behaviors 
    •  Collaboration, Efficiency, Flexibility
    •  Proven experience in operational leadership and process improvements
    •  Strong analytical and problem-solving skills
    •  Effective interpersonal skills, stakeholder management
    •  Strong communication skills in local language & English