Analyst Customer Support - Indianola, PA - Remote USA

Bayer•Indiana Township, PA

7d•$52,960 - $79,440•Remote

About The Position

The Analyst Customer Support incumbent provides comprehensive customer service and support across various channels for both business and end-consumer customers. Handles post-sale inquiries, including technical and non-technical issues, through remote support via phone, online chat, or text, as well as in-person assistance at distribution centers or service facilities. Ensures good customer relations are maintained by resolving claims and complaints fairly and effectively, in compliance with consumer laws. Develops organization-wide initiatives to proactively inform and educate customers and creates improvement plans based on customer feedback and surveys to enhance overall service quality and customer satisfaction. The position is responsible for all activities designated for the US Based operations supporting O2B functions for the Radiology Business Unit (consumables), and collaboration with the Shared Services Organization (SSO). This position will also support others within the team on the various responsibilities of O2B Radiology consumable business. They will act with full authority on their behalf while participating in all aspects of customer service functions supporting the Radiology consumables business. Emphasis is on solving problems through root cause analysis, recommendation of practices, and being proactive in providing quality service and information to customers and internal organizations. Goal alignment and teamwork is heavily correlated with product supply, sales, finance, and the logistics organizations. Actively identifying trends, new business, process improvements, digital opportunities and training needs in support of the DSO environment – Customer centric model. The Customer Service position is unique; it requires total focus on very high-volume transactions to build true partnerships while meeting or exceeding customer/Bayer requirements. The ability to manage relationships while effectively making decisions is critical.

Requirements

Bachelor’s degree required within a relevant field of study in a business-related field of study
A minimum of 2 years’ experience in a Sales/Logistics/Customer Service operation with proven interaction with Sales, Finance, Credit and Supply Chain environment (Internships can also count in related fields of study), preferably within the Healthcare or OTC industry
Individual must be skilled and experienced in dealing with multiple levels of Internal and External personnel for Bayer LLC, external Customers and Third-Party entities
Support other customer facing teams
Proficient in all applicable systems currently utilized by business and versions of SAP
Thorough knowledge of the following systems is required: SAP and any associated upgrades; Oracle Business Intelligence Reporting and Data Analysis; Vistex Contracting System; EDI (Electronic Data Interchange) transaction sets (customer versus Bayer capabilities)
Understands different Healthcare business nomenclature
Must have a complete understanding of customer requirements, proactive communication, resolution of issues, problem prevention, and goal alignment with the sales organization towards achieving customer-focused goals
Must have a strong knowledge of all phases of Supply Chain activity
Good communication skills are a must for this position
Demonstrated ability to adapt to change. Multi-tasking in a fast-paced pressure environment
Ability to prioritize tasks and manage time effectively to ensure customer needs and objectives are successfully met.
Must be able to actively participate with the sales force team and customers in meetings to generate customer solutions and achieve joint goals.

Responsibilities

Act as a major liaison role in providing supporting for O2B activities between the RAD Business Unit, the SSO and other operational entities supported by the US based team
Processing customer orders.
Handles the effective resolution of pricing and the prevention of pricing issues in coordination with Contracts Team, product availability, and other potential problems associated with Product Supply
Operates in conjunction with internal departments such as and/or other divisional disciplines e.g. credit, sales, marketing, logistics etc.
Primary responsibility for phone coverage and coordinate assignments with other team members to provide maximized service levels on behalf of Bayer to our customers
Facilitating effective resolution of customer issues, professionally handling various types of customer orders and requests, listening for and capturing customer feedback to utilize for improvement opportunities, utilizing systems to accurately track disposable consumption, and supporting field team requests
Be first line contact with customers and must exercise considerable independence and initiative in meeting and anticipating current and future customer needs while remaining consistent with quality service and financial commitments of each business unit
Design and participate in projects designed to increase operational efficiencies in conjunction with other corporate departments
Initiates and be responsible for process improvement recommendations that are department wide taking into consideration issues of other teams
Provides input on the Performance and Development feedback of fellow team members to US Local O2B Management and O2B Pharma Lead and SSO Team Leads.
Accurately assesses the strengths and development needs of colleagues and teams, and provides the necessary coaching, feedback, recognition, and development opportunities to enable employees to reach improved levels of performance
Account maintenance in conjunction with Sales including all supply chain related activities; for example, generation of sales activities, includes providing contract reviews, generating disposable quotes, pricing reports, contract information, etc.
Execution of Data Governance functional responsibilities/policies to support MDG based customer Master Data requests in coordination with SSO Customer Master and Data Governance personnel.