Sr. Customer Interaction Representative

At Bayer we’re visionaries, driven to solve the world’s toughest challenges and striving for a world where ‘Health for all, Hunger for none’ is no longer a dream, but a real possibility. We’re doing it with energy, curiosity and sheer dedication, always learning from unique perspectives of those around us, expanding our thinking, growing our capabilities and redefining ‘impossible’. There are so many reasons to join us. If you’re hungry to build a varied and meaningful career in a community of brilliant and diverse minds to make a real difference, there’s only one choice.

Within Bayer, we're changing the way we work— for higher productivity, faster innovation, and better results. We call it Dynamic Shared Ownership (DSO).

In this role, you will be responsible for ensuring seamless campaign execution and delivering a best-in-class service experience for our customers in the Benelux region, while also focusing on continuous improvement. The Senior Representative Customer Service will maintain direct contact with clients and act as a ‘working team leader’. This role involves implementing (long-term) improvements in processes and communication flows, participating in regional projects, and focusing not only on transactional tasks but also on identifying opportunities for greater efficiency and areas for improvement. You will report to the Supply Chain Operations Lead for France & Benelux and be part of a small team, with colleagues located in both Diegem and Hoofddorp. This position can be based in either Hoofddorp or Diegem.

YOUR TASKS AND RESPONSIBILITIES

• Act as the advocate of our customers in Benelux to ensure continuous improvement of Bayer‘s customer experience.
• Understand customer needs, market specificities and commercial strategy to proactively develop targeted actions to ensure smooth business execution.
• Generate and consolidate insights on improvements based on country specific business needs or requirements in close collaboration with Supply Chain Operations Lead, Regional teams, Commercial and customers.
• Act as a Subject Matter Expert to all squad members, mission teams and in projects. Contribute to implementation for customer service projects in Benelux in partnership with the transformation catalyst.
• Partner with Commercial /Supply Chain squads in daily operations:
  • Act as dedicated contact person for Customer Service particularly for Commercial, Supply Chain and other functions to represent Customer Service with various stakeholders in alignment meetings.
  • Act as the orchestrater for customer prioritization / allocation processes.
  • Ensure business continuity and efficient crisis management in case of disruptions in daily operations.
• Act as main caretaker to follow up on system outages and other business-related disruptions that are impacting daily operations.
• Partner with IT and orchestrate business measures to quickly return to standard operations. Manage escalations when needed.
• Help onboard and coach new colleagues, provide function-specific peer-to-peer training and contribute to team development.
• In consultation with the Portfolio Sales Managers and/or Key Account Managers, coordinate and set up goods issues for the current order backlog (prioritize deliveries, replace one product with another one, etc.), manage the product allocations for each customer.
• Collect from supply and consolidate delays and provisional shortages and send the information to the Customer Service Officer and the field staff.
• Produce the daily statement of active orders that have been delivered or invoiced, or are pending delivery and/or invoicing, to monitor the monthly revenue, in collaboration with the Head of Sales under internal control rules.
• Run Internal Control System checks according to the prescribed frequency, centralize the documentation.
• Your key working relations include Supply Chain Management Operations lead, Commercial Squads, Regional teams, Finance team, Distribution team, IT team and Customer Service team.

At Bayer Crop Science we know that every field, crop and farmer is different. We offer tailored solutions that enable local farmers to grow smarter by developing crops that are resistant to environmental challenges and helping farmers defend their crops against weeds, diseases, harmful insects and fungi. Using the creative spark that comes from human ingenuity, we seek to deliver word-class innovation, set new standards in sustainability and drive digital transformation. Protecting harvests and fostering biodiversity, that’s how we shape the future of agriculture. Do you want to be an ally in our ambitious mission?

WHO YOU ARE

• BSc in Agriculture, Agronomy, Business, Supply Chain Management, or related field.
• At least 5 years of operational experience in Customer Service, Commercial, Logistics and/or Administration.
• Deep knowledge of the market, specific requirements, processes, systems and tools of a -defined (e.g. Crop Protection, Seed, Country)- business i.e. ERP, SalesForce, MS Office.
• You possess a strong customer focus and results orientation. You collaborate effectively with team members while maintaining agility in dynamic environments. Your skills in relationship and conflict management enable you to navigate challenges smoothly, and you are adept at making informed decisions that drive positive outcomes.
• You have developed strong leadership abilities along with outstanding influencing and communication skills, which help you to inspire and guide your team. As an excellent organizer and coach, you prioritize effective customer relationship management to ensure client satisfaction and loyalty.
• Strong analytical skills combined with a hands on approach.
• Fluent in English and either Dutch or French.
• Flexibility to travel within Benelux.

WHAT BAYER OFFERS YOU
As a modern employer, we take care of our employees and help them find a balance between career development opportunities and personal life planning. We offer our employees a wide range of career prospects, a modern working environment and competitive compensation. Bayer employees benefit from great employment conditions, such as:

• A gross monthly salary based on a 40-hour workweek, depending on your education and work experience.
• An additional 8% holiday allowance, year-end premium, and a bonus.
• 34 days of leave.
• You have the option to work from home, but we expect you at least 2 days per week at the office.
• If you work from home, Bayer provides the required tools and a monthly internet allowance.
• A solid retirement plan and bicycle lease plan.
• An inspiring working environment with professional and committed colleagues.
• A successful innovative organization with international career possibilities.
• Challenges and possibilities to learn and to develop.
• At Bayer, we value your well-being. We offer support via our employee assistance program and provide various tools and initiatives to enhance your well-being (including free access to our in-house gym and participation in weekly group workouts).

This position can be filled from multiple countries. If based outside the Netherlands, local conditions of employment will be used.

Be innovative, be Bayer. We shape the future of everyday health, patient care and agriculture. Together, we can advance health and nutrition for all. Guided by our purpose ‘science for a better life’, rooted in our DSO approach and steered by the organization’s strategy, we reach for our ambitious vision. Help bring this vision to life: Health for all, hunger for none’.

Your unique personality, background and talents help build a strong, diverse and inclusive Bayer. So join us! Be You, Be Bayer.