Customer Process Coordinator

Bayer•Creve Coeur, MO

9d•$64,080 - $96,120•Onsite

About The Position

Provides comprehensive customer service and support across multiple 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 strong customer relationships by resolving claims and complaints fairly and effectively, in full compliance with consumer laws. Also helps shape organization-wide initiatives to proactively inform and educate customers and translate customer feedback and survey results into concrete improvement plans that enhance overall service quality and customer satisfaction.

Requirements

Bachelor’s degree (BS/BA) in a relevant field.
Proven ability to provide guidance and direction to others to achieve results with some supervision, working effectively with and through cross-functional teams.
Strong collaboration skills with a clear results orientation and a continuous process improvement mindset.
Demonstrated customer focus, agility, critical thinking, and strong interpersonal skills that enable you to build trust and resolve issues constructively.
Ability to work confidently with business systems and tools to manage orders, documentation, and customer interactions.

Nice To Haves

Approximately three years of operational experience in Customer Service, Commercial, Logistics, Administration, or Manufacturing.
Working knowledge of SAP and Salesforce (SalesForce.com) or similar enterprise and CRM platforms.
Experience collaborating with sales, planning, supply chain, distribution, credit, and external service providers to resolve operational issues and improve the end-to-end customer experience.

Responsibilities

Achieve deep expertise in operational processes for the assigned brands and systems to ensure a seamless customer experience.
Manage inbound calls and other inquiries from customers, partners, and Field Sales Representatives across regions, creating new orders from structured input (phone, email, Salesforce) and ensuring accurate data capture.
Execute and monitor order-related transactions to enable timely product delivery and billing, including backorder monitoring, product substitutions, and allocation requests based on Control Tower guidance.
Initiate and coordinate stock transfers (dealer-to-dealer, customer-to-customer, and country stock transfers) and trigger local deliveries to ensure product availability.
Maximize effectiveness through consistent and appropriate use of systems and technology, documenting all customer interactions in Customer Relationship Management software (Salesforce.com).
Provide transactional support for account reconciliation and ensure completion of all necessary forms to document legally binding agreements.
Initiate and follow up on approval requests to resolve pricing, credit, and system setup blocks that may impact customer orders.
Identify and drive cross-functional solutions to achieve operational excellence for the brands and regions, supporting regional and brand standardization for SAP transactional and support processes.
Execute transactions associated with complaints and returns, including logging, investigating, and resolving requests in the system in close collaboration with relevant stakeholders.
Collaborate closely with Field Sales Representatives, Customer Interaction teams, Strategic Accounts, Planning, Seed Growth, Commercial Agreements, Distribution & Warehousing, Credit, Supply Chain, and external vendors to deliver consistent, high-quality customer service.