Customer Account

2 months ago


Nairobi, Kenya Bayer East Africa Full time

Bayer is a Life Science company with a more than 150-year history and core competencies in the areas of health care and agriculture. With our innovative products, we are contributing to finding solutions to some of the major challenges of our time.

Role purpose

 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



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