https://cloud.recruito.net/bayer/datastore/pubfiles/bayer_employer_branding_600.jpg

We are seeking a motivated

RC Customer Interface Account Specialist
for Czech and Slovakia

This position is located in Budapest.

 

Scope of the role

A Customer Interface Account Specialist is responsible for supporting and providing account management service to a region of customers, develops intimate knowledge and understanding of customers’ infrastructures, organizational setups, growth goals, business cycles. Focuses on order and delivery management activities, carries out operational activities that drive business continuity and keeps contact with Distributors and with internal stakeholders in order to support operational tasks. Position oversees the CZ&SK SFDC queue and drive best-in-class service levels to address and resolve order, delivery and invoicing issues with cooperation with Logistics, Customer Operations, Supply Chain Excellence, Sales, Marketing, Pricing, Credit.

Key Responsibilities

  • Interact and communicate with customers to manage the customer portfolio
  • Manage a portfolio of customers situated in Czech and Slovakia. Build up a close relationship with the customers by regularly calling and potentially visiting them with an objective (i.e. survey of service satisfaction, communication, process improvements, etc)
  • Validation of orders received from customers ensuring a high level of accuracy
  • Reception/follow up of service complaints and give feedbacks/solutions to customers on any service complaints
  • Ensures continuous updates of Customer master data and inform ERD Team and Operations Team
  • Manage internal communication with Commercial team, Customer Operations Team, SC Excellence and other support functions (i.e. Planning, logistics, finance, Credit, PA, BA, etc)
  • Understand customer needs, specific market dynamics and commercial strategy to support Customers’ needs
  • Understands the Customers’ and Bayer’s business cycle and uses that knowledge to anticipate needs
  • Support decisions based on an understanding of the interplay between the organization’s and customer’s needs
  • Partnership with commercial team in order to ensure constant alignment on Order To Cash (OTC) process and market dynamics according to required service level of particular countries
  • Consolidates delivery priorities with commercial and logistics
  • Obtain market knowledge and propose solutions to SC Excellence team that ensure constant simplification/efficiency of shared services activity, and/or bring value
  • Connects with and manages relationships with various counterparts (Commercial, Finance, Credit and other support functions) to deliver on an integrated customer vision
  • Collaborates with internal partners to understand customer needs, and develop processes that align with and support the customer vision
  • Partners with Customer Operations counterparts to ensure accurate processing, management and timely delivery of customer orders
  • Owner of the service relationship with assigned countries' 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
  • Proactively provide order, supply availability, and product updates to assigned accounts, executing upon opportunities that increase customer loyalty
  • Proactively escalates to Team Lead or SC Excellence counterparts process bottlenecks, that negatively impact the customer experience, and suggest possible improvements or routines that can reduce the customer effort
  • Proactively seeks customer feedback - regularly via e-mail/phone and periodically in person - to review satisfaction level, identify bottlenecks, and propose internal solutions to improve customer experience
  • 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

Required Skills/ Experiences

  • Bachelors’ Degree, preferably in Business Administration, International Business, Supply Chain, or related field
  • Min. 1-3 years of relevant customer service or client experience
  • Experience working with cross functional teams
  • Experience working in business management, international business, and/or supply chain capacity
  • Demonstrates strong analytical, planning and decision-making skills and an ability to respond to changing circumstances
  • Must be an effective team player and proficiently work with cross functional teams
  • Strong verbal and written communication skills
  • Proficient in Microsoft Office Suite
  • Country/area language (CZ or SK) plus English
  • SAP and Salesforce system user level experience

 

Application

If you think this is an interesting and challenging position, please register yourself and upload your English CV here.