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 a talented individual to supervise the account services department.Primary responsibilities include hiring, training, development, coaching and monitoring on-the-job performance of direct reports in conjunction with Manager. Oversee the daily workflow, department efficiencies and resolution of problems. Facilitate necessary communication and coordination of activities involving Sales, Marketing, Distribution, Human Resources, Veterinary Services, Electronic Commerce, Information Technology, Field and Inside Sales departments. Position provides support to department staff in customer contacts. Implement (short, mid, long term) policy and/or strategic objectives for personnel training and development, technical requirements, trend analysis and service opportunities. Has working knowledge of the operational functions of the Customer Service Department.• 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. • Ensure accurate order entry in multiple database environments, timely processing of credits, & billing adjustments, and maintenance of records. • 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. • Recommend and implement leading edge call processes through benchmarking world class customer service organizationsRequirements:• College Degree plus a minimum of 2 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 preferredtomer service organizationsExcellent company benefits package. Qualified candidates should apply at www.bayerjobs.com, Animal Health, Job #5605.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..