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 Specialist 

The Customer Service Specialist is responsible for managing all Order-to-Bill (O2B) activities, including Order Management, Order Fulfillment, and Billing. As the key contact for all locally managed customers (A customers), this role addresses all order-related topics and ensures high-quality and efficient order transactions to enhance customer satisfaction.

The specialist must maintain strong relationships with internal and external functions, including O2C BPO vendors (e.g. BPO), Supply Chain Management (SCM), Quality (QU), Master Data, CATI, B2C, and logistics partners (3PL). Collaborating with Business Units, the specialist ensures customer satisfaction is prioritized and enhanced.

Key responsibilities include resolving potential order-related issues, managing customer complaints, and handling credit and debit memos and returns from locally managed customers. In addition, the role serves as the major point of contact for customer enquiries and issues which cannot be directly handled by the O2C BPO vendors (e.g. Accenture).

Key Tasks:

1. Point of Contact and Escalation Management:
   
   
• Serve as the first point of contact for managing escalations and exceptions from local and O2C BPO vendors where policies cannot be applied, including conflicts in commercial terms, order-related inquiries, allocations, and resolutions for blocked or incomplete orders.
  
  
2. Order Management:
   
   
• Ensure timely and accurate processing of orders within SAP, adhering to agreed schedules.
• Monitor all order issues daily through to resolution and collaborate with relevant stakeholders to ensure customer satisfaction.
• Review and approve customer and order-related requests, including special promotions, deals, pricing, and credit/debit memo requests, in line with authorization limits.
  
  
3. Issue Resolution and Compliance:
   
   
• Responsible for the timely resolution of customer queries, claims, complaints, and returns, ensuring appropriate approvals and documentation are evidenced.
• Minimize risk by implementing and adhering to compliance standards and policies (e.g., GDP, GDPR).
  
  
4. Customer and Stakeholder Engagement:
   
   
• Actively manage and engage with key customers and business partners through regular dialogues (e.g., S&OP meetings) to develop and execute joint operational plans, including commercial policies and delivery plans.
• Collaborate with local and global stakeholders to develop country-specific functional policies and practices and train local and O2C BPO vendors to operationalize procedures.
  
  
5. Performance Monitoring and Improvement:
   
   
• Set and monitor performance metrics and targets using benchmark data in collaboration with O2C Excellence and key Supply Chain stakeholders. Conduct regular operational reviews to steer performance, focusing on service levels and customer satisfaction metrics (e.g., CSI / AGS).
• Identify and document performance trends, collaborating with Global Process Owners and O2C BPO vendors to address repetitive findings and develop corrective and preventative actions.
  
  
6. Continuous Improvement:
   
   
• Lead continuous process improvement and innovative solutions to maximize contribution to the business and enhance customer satisfaction.
• Drive and implement process and technology improvements in collaboration with Global Process Owners, local, and O2C BPO vendors to improve efficiency and quality and track sustainable progress.
• Guide and partner with business and O2C BPO vendors to continuously develop functional competencies to exceed customer expectations.

Skills & Qualifications:

• Experience in Order Management, Customer Service, Customer engagement or as a key user
• Ability to act with integrity in a highly compliant environment, great communication skills required
• Ability to work with large amount of data – gather, process, drive conclusions and recommend decisions base on data
• Ability to manage priorities and deadlines whilst focusing on attention to detail
• Have a continuous improvement mind set, strong ownership and drive
• Ability to multi-task and have good time management and organisational skills
• Basic understanding of financial principals and awareness of the impact on all stakeholders in the end to end process
• Experience with Microsoft environment: Word, Excel, OneNote, PowerPoint, SharePoint and Teams.
• Digital savviness, ability to learn quickly new systems, tools and solutions
• SAP/OMP experience valuable
• Strong interpersonal skills and ability to communicate at all levels, whether verbal or written
• Ability to work in a cross functional and remote working team
• At least 3 years of working experience in Pharma or FMCG companies
• Fluent English & Czech language in speaking and writing – on business professional level
• Able to travel to "one team" sites on ad hoc basis <10% of work time

WE OFFER

At Bayer, we provide a comprehensive benefits package to support your well-being and professional growth. As a Marketing Support/Assistant, you will enjoy:

• Competitive bonus opportunities;
• Generous paid holiday and sickness leave;
• Essential work tools, 
• Health and wellness benefits, including meal allowances and medical care;
• Opportunities for professional development through our Talent Management system;
• A supportive work environment that values Human Rights and Fairness.
  
  

These benefits are designed to ensure a balanced and rewarding career with Bayer.

Společnost Bayer vítá žádosti o zaměstnání od všech jednotlivců bez ohledu na rasu, národnostní původ, pohlaví, věk, fyzické charakteristiky, sociální původ, zdravotní postižení, členství v odborech, náboženství, rodinný stav, těhotenství, sexuální orientaci, genderovou identitu, vyjádření pohlaví nebo jakékoli nezákonné kritérium podle platných právních předpisů. Zavázali jsme se jednat se všemi žadateli spravedlivě a vyhnout se diskriminaci.
 

Location:

Czech Republic : Prague : Prague  

Division:

Pharmaceuticals 

Reference Code:

861374