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YOUR TASKS AND RESPONSIBILITIES

You will be responsible for consistency in operational excellence and ongoing improvement of operational efficiency through identification of best practices, uncovering improvement opportunities, strengthening processes, and partnering across stakeholders to drive improvements in the customer experience. Additionally, you audit Crop Science data quality and adherence to defined processes.

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

• Synthesize external and internal CS metrics and opportunities and communicating clearly with all stakeholders;
• Interpret data, formulating reports and making recommendations based upon the research findings;
• Be responsible for Customer Service:

• 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 a reduction in complexity, providing training;
• Maintain interface to SC Excellence, providing continuous feedback, and implementing processes and systems;
• Identify optimization initiatives and participate in process improvement opportunities as SME;
• Manage call quality as part of Voice of the Customer processes;
• Measure and report on customer insights and service-related metrics, based on the Global framework to drive improvements in customer experience;

• Be responsible for Operating Procedure:

• Maintain Standard Operating Procedures, running all operations in line with the SLAs and cost target given;
• 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);
• Measure and report Distribution operations related metrics, to drive efficient operations and opportunities in distribution operations and serve as input for budget and forecast development;
• Provide training on processes and tools to 3rd parties, ensuring they have the capabilities (knowledge and access) to run the operations as expected.

WHO YOU ARE

Bayer seeks an incumbent who possesses the following:

 Required Qualifications:

• Bachelor s degree;
• Self-motivated results oriented with a process improvements mindset able to work independently with minimal supervision;
• Ability to work well in a team environment to achieve common goals;
• Excellent customer service and influencing skills with very strong written and verbal communication skills;
• High agility in a fast-paced environment with the ability to effectively work in a matrix environment;
• Strong problem solving and decision-making ability based on data and analytical prowess;
• Key Competencies: customer focus, collaboration, negotiation, relationship, and conflict management.

Preferred Qualifications:

• Bachelor s degree preferably in Agriculture, Agronomy, Business, Marketing, Supply Chain Management, or other business-related discipline;
• 5+ years of professional experience preferably in Customer Service, Commercial, Logistics, Operational or Agricultural fields.

This posting will be available for application until at least July 29, 2025.

Employees can expect to be paid a salary between $101,409.60 to 152,114.40. Additional compensation may include a bonus or commission (if relevant). Additional benefits include health care, vision, dental, retirement, PTO, sick leave, etc. This salary range is merely an estimate and may vary based on an applicant s location, market data/ranges, an applicant s skills and prior relevant experience, certain degrees and certifications, and other relevant factors.