Customer Fulfillment Champion US

Bayer•Hanover Township, NJ

15h

About The Position

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 Fulfillment Champion US YOUR TASKS AND RESPONSIBILITIES The primary responsibilities of this role, Customer Fulfillment Champion US are to: As the Customer Fulfillment Champion for US, you will drive collaborative growth with strategic customers by developing and implementing a customer engagement strategy; You will collaborate with commercial teams through customer engagement to define the Go-to-Market strategy, customer segmentation, and service strategy while focusing on joint value creation, customer experience, cost optimization, cash acceleration, and profit enhancement; Your focus will also include driving process and technology improvements to exceed customer expectations and monitoring performance metrics, including customer satisfaction; You will leverage the Cost2Serve concept to support business cases with customers, providing clear metrics to measure the impact of initiatives on both customer satisfaction and operational efficiency; Act as an enabler and foster a customer engagement mindset within all members of the Customer team to ensure a unified approach to customer fulfillment. Your role will involve ensuring that any process improvements identified through customer feedback, which directly impact customer satisfaction, are effectively addressed and that any business opportunity with the customer is explored and followed through; Build strong relationships with the Commercial team and strategic customers to jointly manage customer relationships and foster growth among key accounts; Develop and implement a customer engagement strategy that integrates Cost2Serve principles, ensuring effective management of customer-related costs and alignment with customer expectations and business objectives; Take ownership of the Customer Satisfaction Index (CSI) to continuously monitor and improve customer experiences, ensuring that feedback is representative based on country coverage. Proactively identify potential risks in the supply chain and develop mitigation strategies to ensure uninterrupted service delivery; Utilize advanced analytics and digital tools to enhance customer insights, streamline operations, and improve service delivery, including analyzing customer data to identify ordering patterns, seasonality, and stockouts; Collaborate with the entire Customer team to ensure a seamless supply chain that meets global standards and customer needs, including: Liaising with the Financial Solution Manager to address critical financial issues, such as overdue payments, and developing strategies to mitigate financial risks. Working closely with the WHTL Manager to optimize market routes and gross-to-net strategies through reevaluation of customer portfolios and segmentations, adjusting delivery frequencies to balance customer service levels with Bayer's working capital while supporting sales growth and cash collection. Exploring and implementing Collaborative Planning options to foster a culture of insight sharing with customers, enhancing mutual understanding and collaboration. Establish and monitor key performance indicators (KPIs) to assess the effectiveness of customer fulfillment initiatives, including customer satisfaction scores and order fulfillment rates; Operate autonomously within the collaborative framework established by the Channel Engagement Lead and partners, enhancing this framework further; Engage with the Fulfillment Community to enable best practice exchange and support the development of the customer team's capabilities by providing resources on customer fulfillment best practices and emphasizing customer-centric approaches. WHO YOU ARE Bayer seeks an incumbent who possesses the following:

Requirements

Strong Customer Understanding and Relationship Management
Strong understanding of customer set up (go to market strategy)
SCM Joint Value Creation expertise
Commercial, Finance and Business Acumen: P&L understanding, cost-to-serve analysis, and the ability to collaborate with the Commercial team to co-own customer relationships and drive growth
Collaboration and Co-Creation Skills
Autonomy and decision-Making
Problem-Solving and Critical Thinking
Strong customer/stakeholder relationship management
SCM and O2C Expertise
Business and Financial Acumen (incl. commercial policy)
Business Transformation and Project Management acumen
Cross-Functional Collaboration
Vendor and Outsourcing Management
Supply Chain Management and Order to Cash

Nice To Haves

Minimum bachelor’s degree, but preferably a university degree or equivalent, or alternatively minimum of 10 years of operational experience on supply chain processes and customer services and/or finance and credit management.

Responsibilities

Drive collaborative growth with strategic customers by developing and implementing a customer engagement strategy
Collaborate with commercial teams through customer engagement to define the Go-to-Market strategy, customer segmentation, and service strategy while focusing on joint value creation, customer experience, cost optimization, cash acceleration, and profit enhancement
Drive process and technology improvements to exceed customer expectations and monitoring performance metrics, including customer satisfaction
Leverage the Cost2Serve concept to support business cases with customers, providing clear metrics to measure the impact of initiatives on both customer satisfaction and operational efficiency
Act as an enabler and foster a customer engagement mindset within all members of the Customer team to ensure a unified approach to customer fulfillment. Your role will involve ensuring that any process improvements identified through customer feedback, which directly impact customer satisfaction, are effectively addressed and that any business opportunity with the customer is explored and followed through
Build strong relationships with the Commercial team and strategic customers to jointly manage customer relationships and foster growth among key accounts
Develop and implement a customer engagement strategy that integrates Cost2Serve principles, ensuring effective management of customer-related costs and alignment with customer expectations and business objectives
Take ownership of the Customer Satisfaction Index (CSI) to continuously monitor and improve customer experiences, ensuring that feedback is representative based on country coverage.
Proactively identify potential risks in the supply chain and develop mitigation strategies to ensure uninterrupted service delivery
Utilize advanced analytics and digital tools to enhance customer insights, streamline operations, and improve service delivery, including analyzing customer data to identify ordering patterns, seasonality, and stockouts
Collaborate with the entire Customer team to ensure a seamless supply chain that meets global standards and customer needs
Establish and monitor key performance indicators (KPIs) to assess the effectiveness of customer fulfillment initiatives, including customer satisfaction scores and order fulfillment rates
Operate autonomously within the collaborative framework established by the Channel Engagement Lead and partners, enhancing this framework further
Engage with the Fulfillment Community to enable best practice exchange and support the development of the customer team's capabilities by providing resources on customer fulfillment best practices and emphasizing customer-centric approaches