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7 Aug 2019

Customer Care Manager at Bayer East Africa Ltd

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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.


Required Qualifications:

Bachelor or Master in Inventory Management/customer Operations / Supply Chain / Logistics studies.

Knowledge of Supply Chain Management.

Advanced Excel, PowerPoint and computer skills.

Fluency in English, other languages are desirable.

3++ years’ experience in Ag Industry with extensive experience in Customer Service /Supply Chain Areas.

SAP Proficiency

Bayer successfully completed the acquisition of Monsanto in June 2018, bringing together Monsanto’s leadership in seeds and plant traits with Bayer’s leadership in chemical and biological crop protection. By joining forces, we will create even more extensive career opportunities for talent around the world. We’re a global team working to shape agriculture through breakthrough innovation that will benefit farmers, consumers, and our planet.


While we are now Bayer, we will continue to hire using separate career sites until we can integrate our career platforms. We invite you to explore the career opportunities available at the combined company by visiting

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