Customer Service Quality Assurance Analyst

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.

Customer Service Quality Assurance Analyst

YOUR TASKS AND RESPONSIBILITIES

The primary responsibilities of this role, Customer Service Quality Assurance Analyst , are to:

• Measure and report customer insights and service related metrics, based on Global framework to drive improvements in customer experience;
• Measure and report Distribution operations related metrics, to drive efficient operations and opportunities in distribution operations and serve as input for budget & forecast development;
• Identify and address opportunities for (day-to-day) operational improvement within Customer Service, e.g. by maintaining Standard Operating Procedures, implementing and ensuring adherence to best practices, promoting reduction of complexity, providing training;
• Identify optimization initiatives and participate in process improvement opportunities as SME;
• Maintain Standard Operating Procedures, running all operations in line with the SLAs and cost target given;
• Manage call quality as part of Voice of the Customer processes;
• Provide training on processes and tools to 3rd parties, ensuring they have the capabilities (knowledge and access) to run the operations as expected.
• Implement optimization (best practices, global initiatives, models to drive customer satisfaction); support regular facility and process audits; identify and propose improvement opportunities (e.g. operations, network design, procurement process);
• Responsible for interpreting data, formulating reports and making recommendations based upon the research findings;
• Responsible for synthesizing external and internal Crop Science metrics and opportunities and communicating clearly to all stakeholders;
• Responsible for maintaining interface to SC Excellence, providing continuous feedback, and implementing processes and systems;

WHO YOU ARE

Your success will be driven by your demonstration of our LIFE values. More specifically related to this position, Bayer seeks an incumbent who possesses the following:

Required Qualifications:

• Works well in a team environment to achieve common goals;
• Self-motivated, results oriented with a process improvements mindset able to work independently with minimal supervision;
• High agility in a fast-paced environment will ability to effectively work in a matrix environment;
• Excellent customer service & influencing skills with very strong written and verbal communication skills;
• Problem solving and decision-making ability based on data and analytical prowess
• 5+ years of professional experience preferably in Customer Service, Commercial, Logistics, Operational or Agricultural fields;
• Bachelor of Science in Agriculture, Agronomy, Business, Marketing, Supply Chain Mgmt, or other business-related discipline;