Customer Service Analyst

Bayer AG; Callao; Presencial; PEN 136.000 - 191.000; Jornada completa

Descripción de la vacante

Bayer AG in Peru is seeking a Customer Service Analyst to manage the end-to-end OTC process, liaising with customers, distributors, and sales representatives. The role requires coordinating with logistics, finance, and collections to ensure smooth order flow and accurate billing.< /p>

You will drive improvements, monitor KPIs, and train teams on SAP, O2C, Salesforce, and Cotalker, contributing to lean, digitalized operations across the region.

Formación

• Bachelor's degree in a related field is required.
• 4 years of experience in Supply Chain, Customer Service, or Customer Operations.
• English at intermediate to advanced level.
• Proficiency with SAP, O2C, CRM/Salesforce, Cotalker, and MS Office.

Responsabilidades

• Manage the end-to-end Order-to-Cash (OTC) process in Peru: order entry, order fulfillment, delivery tracking, billing, and coordination with logistics, finance, and collections to ensure a seamless flow.
• Serve as the main contact for customers, distributors, and sales representatives, providing proactive, solution-oriented support and building strong, trust-based relationships.
• Execute operational adjustments including order entry, volume/date modifications, product returns, credit notes, and marketing output/rewards, ensuring accuracy and compliance with internal policies.
• Influence stakeholders to adopt new processes, digital tools, and systems (SAP, O2C, CRM/Salesforce, Cotalker), including conducting dedicated training sessions.
• Implement, monitor, and report operational and service KPIs, aligned with strategy, detecting deviations and proposing continuous improvement initiatives.
• Identify opportunities for automation and process improvement, contributing to regional/local projects that drive a lean OTC process.
• Analyze workflows to improve efficiency and reduce response times, proposing creative solutions to recurring challenges.
• Collaborate with Planning, Finance, Credit Management, Distribution, and Sales to achieve targets and accelerate sales growth.
• Support the local implementation of regional initiatives (digital tools rollout, LEAN, Cotizador) ensuring alignment with Conosur strategy.
• Ensure timely resolution of customer and distributor requests, escalating complex cases and following up until closure.

Conocimientos

English (intermediate-advanced)

Customer service

Stakeholder management

Process improvement

Educación

Bachelor's degree in Engineering, Business Administration, Supply Chain, Accounting, or related field

Herramientas

SAP

O2C

CRM/Salesforce

Cotalker

MS Office Suite

Descripción del empleo

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Customer Service Analyst

TASKS AND RESPONSIBILITIES

• Manage the end-to-end Order-to-Cash (OTC) process in Peru: order entry, order fulfillment, delivery tracking, billing, and coordination with logistics, finance, and collections to ensure a seamless flow.
• Serve as the main contact for customers, distributors, and sales representatives, providing proactive, solution-oriented support and building strong, trust-based relationships.
• Execute operational adjustments including order entry, volume/date modifications, product returns, credit notes, and marketing output/rewards, ensuring accuracy and compliance with internal policies.
• Influence stakeholders, customers, and distributors to adopt new processes, digital tools, and systems (SAP, O2C, CRM/Salesforce, Cotalker), including conducting dedicated training sessions.
• Implement, monitor, and report operational and service KPIs, aligned with strategy, detecting deviations and proposing continuous improvement initiatives.
• Identify opportunities for innovation, automation, and process improvement, contributing actively to regional and local projects that drive a lean and digitalized OTC process.
• Analyze workflows to ensure efficiency, minimize response times, and propose creative solutions to recurring operational challenges.
• Collaborate closely with Planning, Finance, Credit Management, Distribution, and Sales teams to achieve business targets and accelerate sales growth.
• Support the local implementation of regional initiatives (e.g., digital tools rollout, Cotizador, LEAN process standardization) ensuring alignment with Conosur Customer Service strategy.
• Ensure timely and accurate resolution of customer and distributor requests, escalating complex cases when necessary and following up until closure.

WHO YOU ARE

• Bachelor's Degree in Engineering, Business Administration, Supply Chain, Accounting, or a related field.
• 4 years of experience in Supply Chain, Customer Service, or Customer Operations roles is required.
• Intermediate to advanced English (writing and speaking).
• Knowledge in tools & systems such as SAP, O2C, CRM/Salesforce, Cotalker, and MS Office Suite.

At Bayer we believe in diversity, equity and inclusion. We aim to create an environment in which everybody can feel authentic, respected and equally valued. Every day we strive to reflect our values through our unique capabilities, self-experiences, and aspirations. We intentionally seek diversity, to enable our people to bring their fullest potential out and encourage others to likewise do so. Our company wins when we leverage our capabilities to lead the cultural transformation in our business, positively impacting society.

Candidates who meet the requirements based on the job profile will be considered for employment regardless of physical disability, race, color, religion, sex, age, sexual orientation, gender identity and will not be at a disadvantage if unemployed.