Coordinator - Customer Interaction

1 week ago


Kolkata, West Bengal, India Bayer Full time

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.

Coordinator - Customer Interaction

POSITION PURPOSE:


To ensure seamless & efficient customer service (internal and external) through effective collaborations with cross functional teams to ensure the business needs/ targets are fulfilled.

Focus on adapting new processes and technology to enhance customer experience ensuring efficiencies.

YOUR TASKS AND RESPONSIBILITIES:

Customer Interaction (directly and via sales team members)

  • Orchestrate the service relationship, acting as primary contact for assigned customer accounts
  • Analyze account history, understand the supply needs, help make decisions to optimize orders and product deliveries
  • Provide information on orders, supply availability, timing, updates on products, programs, etc.
  • Reach out to customers and sales team for missing Customer Master data information to process categorized sales orders
  • Seek customer feedback to track satisfaction level and identify solutions to improve experience

Case Management

  • Receive and route queries by raising and closing tickets on the SFDC platform (OCV/CRM) within defined SLA
  • Receive & resolve queries related to order/invoices within defined SLA
  • Order management unstructured orders viz consignment sales, export orders, demo orders, CKA orders, delivery complaints, Customer to Customer Transfers etc.).
  • Documentation and communication for complaints & errors related to orders and delivery

Collaboration

  • Involve Customer Operations team and other functions for resolution of nonimmediately resolvable requests
  • Support sales, supply chain and other functions with customer information such as invoice acknowledgement, missed orders and others

Customer Experience

  • Ensure services based on customer prioritization with efficiency
  • Support trainings on new processes, tools, and systems related to supply chain and help customers to adopt accordingly
  • Identify the gaps and improvement areas to increase the operational efficiency and customer experience.
  • Help onboard new colleagues, provide functionspecific peertopeer training
  • Drive satisfaction surveys at customer level related to order management

WHO YOU ARE:

  • Any graduate
  • 35 years of experience in Customer Service, Supply Chain Management, IT or related fields
  • Knowledge of SAP SD module and MS Office is must
  • Key skills: customer focus and relationship management, results orientation, collaboration, agility, flexibility, integrity
  • Good oral and written communication skills
  • Good in English and regional language

Bayer does not charge any fees whatsoever for recruitment process. Please do not entertain such demand for payment by any individuals / entities in connection with recruitment with any Bayer Group entity(ies) worldwide under any pretext.

YOUR APPLICATION

Location:

  • India : West Bengal : Kolkata
    Division:
  • Crop Science
    Reference Code:

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