Veg Seeds-Customer Interface Account Specialist

Bayer Türk Kimya Sanayii Ltd Şti
City: Antalya

Advertisement Date:26.11.2020

Qualifications

• Fluency in English & Turkish
• Bachelor's degree in Business Administration, Economics, Foreign Trade or equivalent
• Agronomical degree is an advantage
• 2 + years of experience in services linked to Customer Service or Operations /Administration/ Logistics
• In depth knowledge of Microsoft Office and Excel
• SAP and Salesforce system user level experience
• Adaptive, motivated personality

Job Description

The Customer Interface Account Specialist operates within the Bayer Customer Service/ Customer Interface organization. A Customer Interface Account Specialist is responsible for supporting and providing account management service to a region of customers.

Account responsibility is assigned to specific accounts and as primary ownership of the customer service relationship with said accounts. Interactions with customers are proactive and driven by relationship building activities. A Customer Interface Account Specialist develops intimate knowledge and understanding of customers’ infrastructures, organizational setups, growth goals, business cycles.

Responsibilities:

• Owner of the service relationship with assigned customer base, acting as primary communication contact for accounts - on both inbound and outbound requests - for all matters related to service, orders, and operational activities
• Coordinates internal resources cross-functionally to solve customer problems and deliver solutions to accounts
• Quickly and accurately responds to all customer inquiries on orders, supply availability, and product information in adherence to defined lead times and expectations
• Proactively provides order, supply availability, and product updates to assigned accounts, executing upon opportunities that increase customer loyalty
• Understands marketing and operational programs related to their customer base or region, and can accurately explain and answer questions related to customer eligibility and program details for customers
• Proactively seeks customer feedback - regularly via e-mail/phone and periodically in person - to review satisfaction level, identify bottlenecks, and propose internal solutions to improve customer experience
• Receives and creates customer sales orders in the CRM tool, validating all components prior to submission and ensuring that customer requirements related to header information, shipping, product detail, pricing, and discounts are accurately captured to facilitate smooth operational processes and optimize efficiency
• Interact with and manage internal communication with Commercial team, Team Leads, Finance, Credit, and other support functions
• Captures and escalates customer complaints via the CRM tool, and ensures Team Lead's awareness to partner in remediation of any issues that negatively impacts customer loyalty.
• Maintains an ongoing understanding of supply for products relevant to their customer base or region, leveraging partnership with Supply Organization, utilizes supply reports and resources from the CRM tool, and promoting more knowledgeable first-line support to the customer
• Clearly communicates acknowledgement of all operational requests, sets expectations of request completion to all stakeholders, and follows up with status updates via the CRM tool
• Proactively escalates to Team Lead or Process & Governance counterparts process bottlenecks, that negatively impact the customer experience, and suggest possible improvements or routines that can reduce the customer effort