20 Mar 2019

Bayer Jobs in Tanzania : Customer Care Manager

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Responsible for managing the Order-To-Cash (OTC) process in the country.

  • Ensure Customer Satisfaction by ensuring timely Complaints closure and timely Customer Incentives pay-out.
  • Act as primary contact for accounts regarding all information pertaining to the account: order status, credit, complaints, channel inventory, MOS (Move-Out-Sales) and POG movement.
  • Provide sales support for POG/EI tracking, rebates, returns management and analytics
  • Work closely with Sub Region Planning Control Tower and participate in the Country S&OP team to understand Demand Supply balance and implement Logistics action plan.
  • Liaise with respective functional leads (sales, marketing and finance) to ensure that customer operations strategies and activities are integrated and aligned.
  • Responsible for all Logistics (transportation and warehousing) and import export transactions in the country for RC
  • Ensuring Trade Compliance (Logistics Operational Compliance) and adhere to Business Conduct policy for all import / export and local Logistics movement and setting up strong compliance processes working closely with Regional Trade Compliance Lead
  • Identify means to enhance Customer Satisfaction and work closely with Hub / Global teams to implement Customer Care initiatives in the country
  • Work closely with plant team to fine tune production schedules to support S&OP decisions and Logistics tactical plan
  • Track and monitor Perfect Order Metrics and identify opportunities for improving the KPIs
  • Manage logistics provider to deliver efficiency with least cost and drive safety awareness programs to vendors
  • Long term planning for logistics cost, warehouse cost and the needful of resources requirement
  • Drive all related customer care saving cost on monthly basis
  • Develop and retain Supply Chain talent in country

Functional Competencies

  • Excellent communication skills
  • Attention to detail, very well organized, accurate
  • Works pro-actively while anticipating needs of the team and initiating actions to provide solutions.
  • Working effectively with teams and networks across geographic, political, demographic, functional and other cultural and organizational boundaries.
  • Able to work under pressure, conforming to changing demands with good interpersonal skills.
  • Ability to self-motivate and maintain a positive attitude, with the desire to be an integral contributor to the completion of organizational projects and goals.
  • Reacts quickly to unexpected changes and the ability to solve problems very independently.
  • Available for Minimal Travel for training and building relationships with Planning and Inventory management functions.

Core Competencies

  • Result oriented.
  • Agility; able to promote and adapt quickly to changes and show high level of comfort with ambiguity
  • Strong influencing skills
  • Supports thinking beyond boundaries
  • Continuous improvement mindset
  • Good interpersonal skills with ability to work collaboratively in a team setting with genuine respect.
  • Works pro-actively while anticipating needs of the team and initiating actions to provide solutions.
  • Ability to develop effective and accurate documentation appropriate to various audiences and purposes.
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