Analyst Customer Support - STA - Indianola, PA
Bayer
Summary
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.
Job description
Your Tasks and Responsibilities
- 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
Who You Are
Bayer seeks an incumbent who possesses the following:
Required Qualifications
- 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 ability to work effectively across internal and external stakeholder groups
Preferred Qualifications
- At least two years of experience in Customer Service, Sales, Logistics, Supply Chain, or a related operational role. Relevant internships may be considered.
- Healthcare, pharmaceutical, medical-device, or OTC industry experience.
Requirements
- 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 ability to work effectively across internal and external stakeholder groups
- At least two years of experience in Customer Service, Sales, Logistics, Supply Chain, or a related operational role. Relevant internships may be considered.
- Healthcare, pharmaceutical, medical-device, or OTC industry experience.
Benefits
- Health care
- Vision
- Dental
- Retirement
- PTO
- Sick leave
Company overview
Bayer AG is a global life science company with core competencies in healthcare and agriculture, operating as one of the world's leading pharmaceutical corporations. Founded in 1863 and headquartered in Leverkusen, Germany, Bayer operates through three primary divisions: Pharmaceuticals, Consumer Health, and Crop Science. The company's pharmaceutical segment focuses on prescription products for cardiology, women's healthcare, oncology, hematology, and ophthalmology, with blockbuster drugs including Xarelto, Eylea, and Nubeqa. Bayer's Consumer Health division markets well-known over-the-counter brands such as Aspirin, Aleve, Claritin, and Bepanthen. The Crop Science division, strengthened by the acquisition of Monsanto, provides seeds, crop protection products, and digital farming solutions. With approximately 92,815 employees worldwide and operations in 80 countries, Bayer is committed to its mission of "Health for all, Hunger for none," driving innovation in medical treatments, agricultural productivity, and sustainable development. The company maintains a strong research and development pipeline, investing heavily in areas like precision medicine, artificial intelligence applications in healthcare, and sustainable agricultural technologies.