Customer Service Key Accounts Rep

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.

The Customer Service Key Accounts Rep is expected to possess a deep understanding of end-to-end order to cash operations with a particular focus on commercial operations and customer service, as well as demonstrate the application and drive of a customer-centric mindset in all activities.

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.

Learn more about our values and purpose at: https://www.bayer.com/en/ca/canada-our-purpose-values

Bayer welcomes and encourages applications from people with disabilities. Candidates participating in our selection process requiring accommodation due to a disability or medical need are encouraged to notify the Bayer representative that they will be meeting with to ensure appropriate arrangements can be made.

Location:

Canada : Ontario : Mississauga

Division:

Consumer Health

Reference Code:

816278