City : Mohali State : Punjab (IN-PB) Country : India (IN) Requisition Number: 43866

Business Title: Senior Process Associate - Sales OperationsGlobal Function: Business ServicesRole 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 vendorsKPI
High Customer Satisfaction Low Error RatesMain 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 DataManage customer contact information including initial customer set up or change of customer data.QuotationManaging the quotation process on a daily processAssist and advise customers in selection of productWork with customers to ensure product needs are metEdit spot quote data in SAP and validate conditions of the quote, delivery, products, margin quote to customer and support negotiations with required dataWork with the contract team and assist Oils Sales and Pricing building the contract quotes ContractingBuild contract quotes for futures working with the sales teamsCreate contracts based on booking data and agreed terms on quotationReview contracts and validate contract attributes sent by the Oils Contract contracts throughout the lifetime of the contract period OrderingEntering orders in SAP based on customers’ purchase orders and arrange delivery for contracted volumes and termsCoordinate shipment of products with manufacturing facilities Changing and updating order based on customer / plant request Issue Resolution & Query managementInvestigate 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 resolutionManage incoming calls and emails by researching and responding to customer inquiries received via multiple sources.Education & Experience: Education / BackgroundBachelor's Degree (preferably in Commerce, Business Management or Marketing)3+ years previous customer service experience with the ability to build and maintain and manage day to day customer relationships, previous sales experience is a plus Skills and Experience: Must possess a strong focus on customer service with the ability to communicate verbally and in writing with all levels of customers, and internal partners on multiple levels via multiple sources such as telephone, computer knowledge, including experience with Microsoft Word and Excel, Lotus Notes and the Internet; SAP knowledge is a plus Strong analytical and mathematical skills Strong organizational skills, especially time management and prioritization to cope with time pressure driven by time sensitive activities Demonstrated relationship management skillsBasic Chicago Board of Trading (CBOT) Market understanding is a plusWillingness and capability to develop throughout the company beyond the scope of this roleAbility to work in a fast-paced, changing environment with multiple priorities Reasoning ability to solve problems with complex variables through non-standardized solutions that require independent judgment and analysis.Knowledge: Broad knowledge of Customer Service Policies and