Supervisor Account Services 06-070

Supervisor Account Services

 

Bayer Animal Health is a world leading innovation-driven veterinary pharmaceutical company, providing a comprehensive range of products to enhance the health, well-being and performance of a wide range of animals. Bayer Animal Health operates in more than 100 countries worldwide and is wholly part of Bayer Group internationally.

 

Bayer is seeking an Account Services Supervisor to handle the following responsibilities:

 

? Assist in the hiring process for direct reports and challenge staff to develop professionally with the outcome of providing superior customer service. 

? Develop fully functional department by overseeing daily workflow, properly delegating tasks, and initiating cross training.

? Enable team members to ensure excellent quality service to customers by motivating them and ensuring accountability for performance metric goals. 

? Conduct formal monthly call evaluations and progress reports.  Complete end of the month call and attendance reports.

? Ensure accurate order entry in multiple database environments, timely processing of credits, & billing adjustments, and maintenance of records. 

? Ensure inventory levels, back-orders, short dates, and product allocations are properly communicated.

? Monitor trends in call volume, service level, customer satisfaction levels, order entry accuracy and direct sales; recommend appropriate action plans.

? Coach employees in the development of their career progression utilizing career development programs and the performance management process.  Assist with development of improvement plans by using customer surveys, telephone reports, accuracy reports, and call monitoring.

? Answer calls and enter orders on line during designated and peak periods, demonstrating advanced product knowledge and up-selling/cross-selling skills. 

? Analyze Managerial Approval Feasibility Checklist and suggest recommendations based on ease of implementation, customer comprehension regarding pricing, terms, and special promotional activities.  Responsibility for training activities and communication roll-out of programs

? Facilitate daily meetings to communicate team performance goals and results; share general corporate communication; and provide a forum for surfacing opportunities and/or issues

? Accept responsibility for department supervision in the absence of the Manager Inside Sales, Account Services and E-Commerce

? Recommend and implement leading edge call processes through benchmarking world class customer service organizations

 

Requirements

 

? College Degree plus a minimum of 5 years management/supervisory experience in customer relations supporting a customer base of 20,000.

? Strong commitment to providing world-class customer service is a must.

? Proven record of coaching and motivating individuals

? Superior interpersonal, oral and written communication and organization skills.

? Problem-solving and team facilitation skills and good math aptitude are required as well as team facilitation and training skills

? Strong leadership skills with ability to anticipate, accept, adjust, communicate, coach and execute changes in a  fast paced, dynamic environment

? Proficient in Word, Excel, and PowerPoint

? Experience in the Animal Health Industry and MBA preferred

 

Excellent company benefits package.  Qualified candidates should respond by sending a resume, as a Word document, including salary history to shwanee.human.resources@bayer.com .  For information about our company, visit us at www.bayeranimalhealth.com

 

BAYER ANIMAL HEALTH is an Equal Opportunity Employer; M/F/Disabled/Vet. Bayer is committed to enhancing and maintaining cultural diversity within our work environment.