Bayer Customer Service Jobs in Gauteng
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Full Job Description - Read Carefully
Job Purpose:
Execution of the best-in-class service through effective Service s with customers to ensure customers’ business needs are fulfilled and sales targets are met in partnership with the Commercial organization
Key Tasks and Responsibilities:
Interact with customers (directly and via sales team members)
- Orchestrate the service relationship, acting as primary contact for assigned customer accounts
- Analyze account history, understand the region’s supply needs, help make decisions to optimize orders and product deliveries
- Provide information on orders, supply availability, timing, updates on products, programs, etc.
- Reach out to customers for missing Customer Master data information to process sales orders
- Seek customer feedback to track satisfaction level and identify solutions to improve experience
- SME – order flow & systems and reporting
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Resolve any immediately addressable customer requests
- Receive requests from customers and sales team members via unstructured communication (phone, email, etc.)
- Address any immediately resolvable requests (e.g. in order management - order entry, status check; in order fulfillment – scheduling, ad-hoc – product returns, delivery complaints, etc).
- Manage research, resolution, documentation and communication for complaints & errors (incl. Delivery)
- Involove CA for resolution of non-immediately resolvable requests (i.e, pricing)
Partner with Commercial /Supply Chain team
- Influence product take and delivery timing to achieve financial targets
- Provide overall business update and customer account info (e.g. availability dates, delivery forecast, targets, progress)
- Monitor customer prioritization, delivery forecast targets and support product allocation management
- Conduct training sessions and influence customers to adopt new processes, tools, and systems
- Identify and implement improvements in operational efficiency, customer experience, etc.
- Customer Master Data Management: Creation of new customer accounts on P4S and P08 – Aligning with master data team to ensure all required documents for customer account creation are sent. Further management of data with amendments or deletion of redundant accounts.
- Reporting & Visibility (Analytical skills, driving action, proactive and taking initiative)
- Participate and represent CS in S&OE meetings, etc.
Help onboard new colleagues, provide function-specific peer-to-peer training
- Conduct training sessions and influence customers to adopt new processes, tools, and systems
- Identify and implement improvements in operational efficiency, customer experience, etc.
Required Qualifications:
- BS/BA in Agriculture, Agronomy, Business, Supply Chain Mgmt, or related fields
- 3-5 years of operational experience in Customer Service, Commercial, Logistics, Administration
- (Domain knowledge in agriculture and relevant products)
- Key competencies: customer focus, results orientation, communication, collaboration, agility, relationship and conflict management, decision making
- Knowledge of IT systems and tools, e.g. ERP, SalesForce, EDI preferred
- SAP preferred
- Communication with empathy, organizer, coach, customer relationship management skills
- Fluent in English and country - relevant language(s)
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