Lowongan Customer Interaction Executive di PT Bayer Indonesia

JOB PURPOSE

• To ensure seamless & efficient customer service (internal and external) through effective collaborations with cross functional teams to ensure the business needs/ targets are fulfilled.
• To focus on adapting new processes and technology to enhance customer experience ensuring efficiencies.

YOUR TASKS AND RESPONSIBILITIES

Customer Interaction (directly and via sales team members)

• Orchestrate the service relationship, acting as primary contact for assigned customer accounts
• Analyze account history, understand the 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 and sales team for missing Customer Master data information to process categorized sales orders
• Seek customer feedback to track satisfaction level and identify solutions to improve experience

Case Management

• Resolve any immediately resolvable request (e.g order management – Order Entry, Status check, order fullfillment – scheduling)
• Receive and route queries by raising and closing tickets on the SFDC platform (OCV/CRM) within defined SLA
• Resolve queries related to order/invoices within defined SLA
• Documentation and communication for complaints & errors related to orders and delivery
• Sample & Export Orders

Collaboration

• Involve Customer Operations team and other functions for resolution of non-immediately resolvable requests
• Support sales, commercial, supply chain and other functions with customer information such as delivery forecast, targets & progress

Customer Experience

• Ensure services based on customer prioritization with efficiency
• Support trainings on new processes, tools, and systems related to supply chain and help customers to adopt accordingly
• Identify the gaps and improvement areas to increase the operational efficiency and customer experience.
• Help onboard new colleagues, provide function-specific peer-to-peer training
• Drive satisfaction surveys at customer level related to order management

WHO YOU ARE

• Bachelor’s degree in any Major
• 3-5 years of experience in Customer Service, Supply Chain Management, IT or related fields
• Knowledge of SAP and MS Office is must
• Key skills: customer focus and relationship management, results orientation, collaboration, agility, flexibility, integrity
• Good oral and written communication skills