Job Title: Customer Account & Order Management Specialist
Hiring Organization: Bayer
Location – Locality: Nairobi
Location – Region: Kenya
Industry: Pharmaceutical and Biotechnology
Job Type: Full Time
Salary: KES
Date Posted: 06/12/2024
Execution
of the best-in-class service through effective interactions with customers to
ensure customers’ business needs are fulfilled and sales targets are met in
partnership with the Commercial organization
Implement outstanding customer service strategies aimed at enhancing customer
experience and drive business.
Key responsibilities and tasks
Orchestrate
the service relationship, acting as primary contact for customers in executing
end to end sales order process
Liaise
with pricing teams for price/discount checks and execute daily invoicing and
billing
Provide
overall business update and customer account info (sales status, order bank,
delivery timelines)
Analyze
account history, understand the region’s supply needs, help make decisions to
optimize orders and product deliveries
Monitor
customer prioritization, delivery forecast targets and support product
allocation management
Participate
in Sales & Operations Execution and Sales & Operations planning
Identify
and implement improvements in operational efficiency and customer experience
Drive
communication flows with customers to obtain feedback on service level and
capture ideas for continuous improvement
Seek
customer feedback to track satisfaction level and identify solutions to improve
experience
Manage
customer complaints, resolution, documentation, and communication
Update
customer account information and master data system update
Deploy
training sessions and influence customers to adopt new processes, tools and
systems
Provide
function specific peer-to-peer training and onboarding of new colleagues.
Experience,
Skills and Qualifications
Degree in
Customer Service / Supply Chain Management / Logistics / Business Studies or
related field
Excellent
verbal and written communication skills (English & Swahili)
Computer
literacy
Knowledge
of IT systems: SAP, Salesforce
Knowledge
of ISO 9001:2015 quality management standard and procedures
Good
analytical skills, strong planning capabilities, and strategic thinking.
Business
key competencies: customer focus, strategic mindset, results orientation,
collaboration, agility, complaint management and decision making
Strong
customer orientation with a good sense of relationship management and building
trust
3-5 years
operational experience in Customer Service, Commercial, Logistics or
Administration
