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 Interface Specialist

YOUR TASKS AND RESPONSIBILITIES

The primary responsibilities of this role, Customer Interface Specialist, are to:

• Owner of the service relationship with assigned customer base, acting as primary communication contact for accounts - on both inbound and outbound requests - for all matters related to service, orders, and operational activities;
• Coordinates internal resources cross-functionally to solve customer problems and deliver solutions to accounts;
• Quickly and accurately responds to all customer inquires on orders, supply availability, and product information in adherence to defined lead times and expectations;
• Proactively provides order, supply availability, and product updates to assigned accounts, executing upon opportunities that increase customer loyalty;
• Understands marketing and operational programs related to their customer base or region, and can accurately explain and answer questions related to customer eligibility and program details for customers;
• Develops understanding of the type, structure, go-to-market, and needs of customers in region, and utilizes that knowledge to manage and anticipate customer requests;
• Proactively seeks customer feedback - regularly via phone and periodically in person - to review satisfaction level, identify bottlenecks, and propose internal solutions to improve customer experience;
• Interact with and manage internal communication with Commercial team, Team Leads, Finance, Credit, and other support functions;
• Responsible for logging all customer interactions in CRM tool, ensuring that appropriate ownership and escalation processes are followed in order to have each case closed within established lead times;
• Captures and escalates customer complaints via the CRM tool, and ensures Team Lead's awareness to partner in remediation of any issues that negatively impacts customer loyalty;
• Understands relevant KPIs and metrics for the role and department, maintains ongoing knowledge of current performance, and proactively strives to close performance gaps in partnership with Team Lead;
• Utilizes product and agricultural business knowledge to support, educate, and advise customers on solutions;
• Participates in S&OP process as defined by manager to promote ongoing understanding of supply and optimization of resources;
• Maintains an ongoing understanding of supply for products relevant to their customer base or region, leveraging partnership with Customer;
• Operations, supply reports, and resources from the CRM tool, and promoting more knowledgeable first-line support to the customer;
• Ensures that all credit, debit, and return requests are compliant, with all applicable approvals received, prior to submitting for processing to Customer Operations via the CRM tool;
• Partners with Customer Operations counterparts to ensure accurate processing, management and timely delivery of customer orders, and utilizes CRM tool and reports to keep a constant pulse on orders pertaining to assigned customers or region;
• Adheres to proper communication flows and processes, utilizing the CRM tool, when sharing internal business information (i.e.. Order, supply, delivery, information).
• Partners with Trade & Compliance as directed by manager, and in specific instances where partnership and communication is a direct result of a specific customer request;
• Adheres to defined processes to promote a successful First Pass Rate on cases;
• Control, knowledge, and adherence to all pertinent QMS and SOX processes and documentation, and supports the team in updating and creating Service-related documents as appropriate or requested by Team Lead or Process & Governance counterparts.

WHO YOU ARE

Your success will be driven by your demonstration of our LIFE (Life Integrity Flexibility Efficiency) values. More specifically related to this position, Bayer seeks an incumbent who possesses the following:

Required Qualifications:

• Previous experience working in teams;
• Strong time management & organizational skills;
• Excellent verbal & written communication skills;
• Ability to work in a fast-paced environment, and handle multiple tasks simultaneously;
• Ability to build relationships via phone;
• Works with a sense of urgency and ensures data accuracy;
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook);
• Self-motivated to take personal responsibility for outcomes that impact our customer and business;
• Strong problem-solving and trouble-shooting skills.

Preferred Qualifications:

• Bachelors degree;
• One to two years of relevant customer service, sales or supply chain experience;

• Experience working in Salesforce.com or other CRM tool;
• Advanced Excel skills and experience performing analysis in Excel;
• Previous agricultural business knowledge.

Employees can expect to be paid a salary between $44,300 to $66,400. Additional compensation may include a bonus or commission (if relevant). Additional benefits include health care, vision, dental, retirement, PTO, sick leave, etc... This salary range is merely an estimate and may vary based on an applicant’s location, market data/ranges, an applicant’s skills and prior relevant experience, certain degrees and certifications, and other relevant factors.

#LI-AMSUS