Customer Solutions and Experience Manager

Bayer es una compañía global con competencias centradas en los campos de las ciencias de la vida de la salud y la agricultura. Sus productos y servicios están diseñados para beneficiar a las personas y mejorar su calidad de vida. En Bayer tienes la oportunidad de ser parte de una cultura en la que valoramos la pasión de nuestros colaboradores por innovar y darles el poder de cambiar.

Customer Solutions and Experience Manager 

Your Tasks & Responsibilities:  

1. Convert the customer experience components to divisional, functional, operational tactics, and customer experience improvement.
2. Continuously monitor customer experience and interactions across O2C product and service offerings in close alignment with Business Divisions.
3. Connect and engage with key customers to have insights, understand their models and expectations to provide feedback to our operations.
4. Lead the customer service excellence program to be a reference in the HealthCare Sector and identified as preferred supplier of our customers.
5. Key partner in all G2M of the Businesses divisions to identify efficiencies strategies, not only achieving efficiency improvement but also delivering according to customer expectations and KPIs.
6. Develop and continue the customer collaboration program for top customers and ensure alignment with divisional strategies.
7. Regional and Global partnership for the alignment of the Bayer
8. Develop dashboard visibility of Service as Measure by the customer.
9. Guide and partner with business and Service Delivery Management to develop continuously functional competencies of local and SSCDN to exceed customer expectations.
10. Deliver all the O2C operative needs meeting the area and business targets, focusing on delivering the efficiency and service expected by the customers.

Who You Are:

EDUCATION:

• University professional degree in Industrial Engineering, Business Administration, Supply Chain Management or equivalent. MBA or Project Management
• Post-graduate studies /Preferred

EXPERIENCE:

• 5 Years in O2C and experience in Customer Service, Knowledge of Logistics, Supply Chain, Distribution and deep understanding of end-to-end order- to-cash operations with particular focus on customer services.
• Project Management and SAP desirable.
• Prior experience as head of an order-to-cash function (e.g. order management) in a country setting strongly preferred.
• Strong stakeholder management capabilities and comfortable working with all levels of management

SKILLS:

• Written & Oral Communication
• Advanced English
• Influencing & Negotiation
• Ability to use judgment to provide solutions to complex business problems and think beyond local context.
• Performance Management, Customer Focus, Internal & 3rd Party Business Collaboration, Continuous Improvement Mindset.
• Mature business ethics and deep understanding of applicable regulatory requirements.
• Ability to use judgment to provide solutions to complex business problems and think beyond local context.

Bayer offers a wide variety of compensation and benefits programs. If you meet the requirements for this unique opportunity and have the "Passion for Innovation" as well as "The Power to Change," we encourage you to apply. Job postings will remain open for a minimum of ten business days and are subject to sudden closure without prior notice. A message to all recruitment agencies: Bayer does not accept unsolicited resumes or talent referrals from agencies or headhunters.

Bayer accepts applications from all individuals, regardless of race, national origin, gender, age, physical characteristics, social background, disability, union affiliation, religion, familial status, pregnancy, sexual orientation, gender identity, gender expression, or any other criterion as defined by law. We are committed to treating all applicants fairly and avoiding discrimination.

Bayer is committed to providing reasonable access and accommodations throughout this process for individuals with disabilities. At the same time, applicants with disabilities are encouraged to request any required accommodations upon contact with the recruitment team.