Customer Interaction Executive Jobs

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)

• Analyze account history, understand the supply needs, help make decisions to optimize orders and product deliveries
• Reach out to customers and sales team for missing Customer Master data information to process categorized sales orders
• Orchestrate the service relationship, acting as primary contact for assigned customer accounts
• Provide information on orders, supply availability, timing, updates on products, programs, etc.
• Seek customer feedback to track satisfaction level and identify solutions to improve experience

Case Management

• Resolve queries related to order/invoices within defined SLA
• Documentation and communication for complaints & errors related to orders and delivery
• Sample & Export Orders
• 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

Collaboration

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

Customer Experience

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

Who You Are

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

Application Period: 4 - 15 September 2023 Reference Code: 799165

Division: Crop Science Location: Jakarta Head Office or Surabaya

Functional Area: Supply Chain Management Position Grade: R12

Employment Type: Permanent Work Time: Flexi Hours - 8 working hours

Contact Us

Address Telephone E-Mail

PT Bayer Indonesia

Menara Astra, 33rd floor

Jl. Jend. Sudirman Kav.5-6, Jakarta 10220, Indonesia

+622130491111

[email protected]