Analyst Customer Support - STA - Indianola, PA

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At Bayer we’re visionaries, driven to solve the world’s toughest challenges and striving for a world where 'Health for all Hunger for none’ is no longer a dream, but a real possibility. We’re doing it with energy, curiosity and sheer dedication, always learning from unique perspectives of those around us, expanding our thinking, growing our capabilities and redefining ‘impossible’. There are so many reasons to join us.

If you’re hungry to build a varied and meaningful career in a community of brilliant and diverse minds to make a real difference, there’s only one choice.

This one-year, Short-Term Assignment (STA) provides comprehensive customer service and support across various channels for both business and end-consumer customers. You will handle 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. You will ensure good customer relations are maintained by resolving claims and complaints fairly and effectively, in compliance with consumer laws.

This position also develops organization-wide initiatives to proactively inform and educate customers, and create improvement plans based on customer feedback and surveys to enhance overall service quality and customer satisfaction. No relocation or sponsorship is available for this position.

• Support U.S. Order-to-Bill (O2B) operations for the Radiology Consumables business, partnering with the Shared Services Organization (SSO), internal teams, and external customers;
• Process customer orders and serve as a primary point of contact for order, pricing, product availability, supply, and service-related inquiries;
• Resolve customer issues through proactive communication, root-cause analysis, and coordination with Contracts, Sales, Finance, Credit, Logistics, Supply Chain, and Product Supply teams;
• Monitor KPIs and SLAs and identify trends, process improvements, digital opportunities, and training needs;
• Partner with the Contracts team to prevent and resolve pricing issues; support contract reviews, quotes, pricing reports, and contract information requests;
• Provide phone coverage and coordinate team assignments to maintain strong customer service levels;
• Maintain customer and sales relationships, capture customer feedback, and support field-team requests and account maintenance activities;
• Support Master Data Governance processes for customer master-data requests in collaboration with SSO teams;
• Participate in cross-functional projects that improve operational efficiency, customer experience, and O2B processes;
• Support team members as needed and provide constructive feedback and development input to O2B leadership.

Bayer seeks an incumbent who possesses the following:

• Bachelor’s degree in Business, Supply Chain, Logistics, Customer Service, or a related field preferred; alternatively, five or more years of relevant customer-service experience in lieu of a Bachelor’s degree;
• Proficiency in SAP and familiarity with Oracle Business Intelligence, Vistex, EDI transactions, and customer master-data processes;
• Understanding of customer requirements, contract and pricing processes, and end-to-end supply-chain activities;
• Strong customer-service, relationship-management, communication, and problem-solving skills;
• Ability to conduct root-cause analysis, prevent recurring issues, and identify improvement opportunities;
• Ability to manage multiple priorities accurately in a fast-paced, high-volume environment;
• Demonstrated adaptability, sound judgment, teamwork, and…