Senior Process Associate - Sales Operations

Business Title: Senior Process Associate - Sales Operations

 

Global Function: Business Services

 

Role Purpose Statement:

This role will serve as the first contact for inquiries from customers.
Enhance the return on the total business through delivering exceptional customer service.  Perform total customer service for all assigned customer accounts, Bunge sales personnel & plant locations.  Assist all Bunge disciplines in expediting Total Quality Service to our customers.  Act as an advocate for both the customer as well as for Bunge Oils, ensuring orders are handled in an efficient and profitable manner. The Customer Services SPA is engaged in establishing and enhancing the satisfaction of internal and external customers. The focus is managing the relationship of customers, solving problems, providing and maintaining appropriate information and excellent customer service support. 
Maintain existing business by monitoring and reporting changes in customer purchasing patterns to sales manager. This position provides an excellent exposure to multiple facets of one of Bunge’s Value Chains.
The role will work very closely with BBS Functional Leads, Regional Process Leads, Regional Sales Teams, Business Units and BBS Transformation Team to deliver objectives.

 

Key Interfaces: 

Internal: BBS Functional Leads, Regional Process Leads, Regional Sales Teams, Business Units, Plant teams 
External: Bunge customers, consultants supporting transformation programs, potentially technology vendors

 

KPI
High Customer Satisfaction
Low Error Rates

 

Main Accountabilities:

• The Customer Services SPA performs a variety of tasks from quotation through contracting and/or ordering process, closely working with other roles in Customer Service and other business areas. The role also provides extensive support in customer query management.
• Customer Master Data
• Manage customer contact information including initial customer set up or change of customer data.
• Quotation
• Managing the quotation process on a daily process
• Assist and advise customers in selection of product
• Work with customers to ensure product needs are met
• Edit spot quote data in SAP and validate conditions of the quote, (e.g. delivery, products, margin etc.)
• Send quote to customer and support negotiations with required data
• Work with the contract team and assist Oils Sales and Pricing building the contract quotes 
• Contracting
• Build contract quotes for futures working with the sales teams
• Create contracts based on booking data and agreed terms on quotation
• Review contracts and validate contract attributes sent by the Oils Contract Team.
• Manage contracts throughout the lifetime of the contract period 
• Ordering
• Entering orders in SAP based on customers’ purchase orders and arrange delivery for contracted volumes and terms
• Coordinate shipment of products with manufacturing facilities 
• Changing and updating order based on customer / plant request 
• Issue Resolution & Query management
• Investigate and resolve pricing issues, billing concerns 
• Investigate and assist with resolution of customer complaints by gathering the relevant information from systems, databases or from internal partner organization for efficient problem solving and issue resolution
• Manage incoming calls and emails by researching and responding to customer inquiries received via multiple sources

 

• Other responsibilities
• Identify areas of improvement and efficiency, make recommendations 
• Develop a working knowledge of customer service policies, procedures and guidelines
• Support key initiatives operated through the customer service or sales team.
• Support Territory Managers and National Account Managers – providing price, checking / documentation Work with the Customer Service and other interface teams, especially with Sales Teams, Pricing & Trading Team, Collection team, to provide Total Quality Service to our custom

 

Knowledge and Skills 

Behavior:

Improve Bunge's outcomes by making data-driven decisions, keeping the customer at the forefront of all they do, and proactively gaining insight into the global strategy.
Collaborate, effectively communicate with others and take initiative to continually develop themselves.
Pursue opportunities to solve problems and take action while maintaining the ability to manage work, even in times of challenge or change.

 

Technical:

Leadership Competancies:

• Leadership Competencies: Clear written and oral communication skills, pr