Bayer is looking for a Head of Customer Interaction CIS.
Responsibilities:
Understand customer needs and commercial strategy in order to proactively develop actions for the relevant segment; communicate priorities to the team and ensure implementation;
Drive all actions to achieve customer satisfaction working closely with all relevant functions;
Manage internal communication with Commercial, Customer Service, Distribution and other support function teams (i.e. Planning, Finance, etc.) to ensure achievement of business targets;
Participate in relevant meetings to represent the CI team;
Hire and onboard new team members and support people processes;
Act on issues escalated by their team, e.g. regarding product shortages, etc.;
Support the Customer Interaction team with the operational tasks, e.g.:
Orchestrate the service relationship, acting as primary communication contact for assigned customer accounts and strengthening relationship by proactively reaching out;
Analyze account history, help make decisions to optimize orders and product deliveries;
Provide information on order, supply availability, timing, deliveries, updates on products, marketing and operational programs;
Seek customer feedback to track satisfaction level and identify solutions;
Receive requests from customers and sales team members via unstructured communication Address any immediately resolvable requests (e.g. in order management — order entry, status check, order adjustment; in order fulfillment – scheduling, etc, ad-hoc – product returns, etc.);
Manage research, resolution, documentation and communication for complaints & errors;
Involve Customer Operations for resolution of non-immediately resolvable requests;
Conduct training sessions, influence customers to adopt new processes, tools, and systems;
Implement continuous improvements in operational efficiency and customer experience.
Important:
BS/BA in Agriculture, Agronomy, Business, Supply Chain Mgmt, or related fields; MS/MBA preferred;
~5 years of operational experience in Customer Service, Commercial, Logistics, Administration, incl. managing teams;
Strong domain knowledge in agriculture preferred;
Key competencies: customer focus, strategic mindset, results orientation, collaboration, agility, conflict management, decision making, strong communication, interpersonal, negotiation, relationship management skills;
Knowledge of IT systems and tools, e.g. ERP, SalesForce, EDI preferred;
Fluent in English and Russian.
The company offers:
Career in the sustainable international company;
Monthly salary and annual bonus;
Health and life insurance;
35 days paid vacation;
Corporate learning and development program;
Corporate reward and recognition program.
