Customer Service Key Accounts Rep

6 months ago

Mississauga, Canada Bayer Crop Science 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.

Customer Service Key Accounts Rep

The primary purpose of the Customer Service Key Accounts Rep is to manage key customers and channels while delivering the highest degree of customer satisfaction. This role is also responsible to manage Commercial Operations related escalations and exceptions for all customers, from both a local and service provider level.

Bayer is committed to a flexible hybrid working environment. This is a 12 month contract located in Mississauga, ON.

**What you will do**:
Acts as the first point of contact to manage escalations and exceptions from both local and service provider where policies cannot be applied, including but not limited to: conflicts in commercial terms, order related inquiries, allocations, resolutions for blocked or incomplete orders, claims and complaints
Actively engages with key customers and business partners through regular dialogue to develop and execute joint operational plans, including but not limited to commercial policies and delivery plans
Closely collaborates with colleagues from O2C service provider (Accenture) and local stakeholders (e.g., Sales & Commercial Operations etc ) to enable a smooth end-to-end process while maintaining relevant SLA performance for Order to Bill process
Ensures high levels of customer satisfaction by measuring and tracking relevant customer satisfaction metrics
Reviews and approves customer and/or order related requests related to special promotions, deals and pricing in line with authorization limit
Reviews and approves credit and debit memo requests in line with SIGN authorization limit
Monitors day to day performance of the O2B processes through relevant KPIs, identifies and analyzes root causes for service deficiencies and develops corrective and preventive actions
Coordinates for customer master data maintenance in line with Bayer policies and procedures
Provides guidance and support to the service provider in existing process areas whenever required
Runs required reports, works with 3PL partner to help improve service delivery, handles inquiries from business and customers, processes specialty pharma orders if required
Supports Regional / Cluster Excellence roles to drive and implement process and technology improvements

**Who you are**:
Minimum of a college diploma or Bachelor's degree
Minimum of 5 years customer service experience
Advanced proficiency in Microsoft Office
SAP experience would be considered an asset
Strong organizations skills with the ability to manage multiple priorities, work under pressure and maintain a high degree of accuracy in a fast-paced environment
Initiative to work independently, accurately meet deadlines, and the drive to identify and execute on process improvements
Ability to analyze data, identify root-cause of issues and detail findings, and bring forward recommendations
Strong communication and collaboration skills

**What we offer**:
Competitive compensation and rewards package
Collaborative, diverse and inclusive culture
Career development and global opportunities
Work-life flexibility programs such as flex hours, employee discounts, volunteer days, wellness, and other employee offerings

Bayer is committed to fostering, cultivating and preserving a culture of Inclusion and Diversity. We embrace and encourage our employees' differences and believe that our people are our most valuable asset. The collective sum of individual life experiences, knowledge, innovation, self-expression, unique capabilities that our employees invest in their work represents our culture, reputation, and Bayer's values and purpose.

**Location**:
**Canada**: Ontario : Mississauga

**Division**:
Consumer Health

**Reference Code**:
816278

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