Brand Service Lead

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.

Brand Service Lead 

YOUR TASKS AND RESPONSIBILITIES

The primary responsibilities of this role, Brand Service Lead, are to: 

• Understand customer needs the commercial and brand strategy in order to proactively develop actions for the relevant segment; communicate priorities to the team and ensure implementation;
• Drive all actions to achieve customer satisfaction working closely with all relevant functions;
• Manage internal communication with Commercial, Customer Service, Distribution, Planning, Credit, Marketing, Product Management and Manufacturing to ensure achievement of business targets;
• Be accountable for assigned Regions and Brand Family(s) within the US Control Tower process to collaborate across Product Supply to remove barriers to delivering against quarterly targets, service level agreements and world class customer service;
• Ensure training is provided in conjunction with Operational Readiness Team to ensure Seed Service Advisors (SSAs) have the skillsets needed to effectively influence customers, utilize basis agronomic knowledge and drive operational excellence;
• Lead, develop and coach SSAs to deliver business objectives and expected customer experiences;
• Act on issues escalated by the team, sales or other functions that can inhibit business target achievement or have a negative effect on the brand experience strategy or the customer experience;
• Lead and support the Seed Service Advisors to: Responsible for the Product Supply relationship with Retail, Seedsman and Grower customers for assigned accounts and strengthening relationships in a proactive, intentional way;
• Analyze account history and build annual operational plans with accounts to create mutually beneficial approaches that support achievement of account and Bayer business targets;
• Influence account behavior in support of Sales and Operational business plans including influence to take in non optimal scenarios, adopting new processes, tools, and systems;
• Implement continuous improvements in operational efficiency and customer experience;
• Provide value added services that enhance the customer experience and induce loyalty;
• Utilize basic agronomic knowledge to support product upsell or substitutions;
• Be accountable for Operational Excellence within Product Supply processes that can be shared with customers to enhance their business;
• Understand, advise and support accounts on product updates, marketing and operational programs;
• Provide information on order, supply availability, timing, deliveries, updates on products, marketing and operational programs;
• Seek customer feedback to track satisfaction level and identify solutions where there are gaps;
• Manage research, resolution, documentation and communication for complaints and errors;
• Collaborate with Customer Operations for resolution of transactional requests;
• Responsible for identifying and delivering cross functional solutions to achieve Operational Excellence for Brand Family and Regions while aligning with other Regions for a consistent brand experience;
• Drive innovative approaches to gain efficiency, reduce resolution rates, and elevate the customer experience.

WHO YOU ARE                                         

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

Required Qualifications:

• Bachelor of Science/ Bachelor of Arts in Agriculture, Agronomy, Business, Supply Chain Management, or related fields; 
• Five to seven years of operational experience in Customer Service, Commercial, Logistics, Administration, Manufacturing;
• Excellent collaboration and influencing skills;
• Ability to inspire and achieve results through others;
• Poise to manage through high complexity and pressure situations;
• Key Competencies: customer focus, results orientation, agility, conflict management, decision making, interpersonal, negotiation, relationship management skills.

Preferred Qualifications:

• Master of Science/ Master of Business Administration;
• Strong domain knowledge in agriculture;
• Knowledge of Systems  for SAP and SalesForce.