Customer Support Analyst – O2B Ops & Solutions

Bayer; Indianola (PA); On-site; USD 53,000 - 79,000; Full time

Benefits offered by this job

Health care

Retirement plan

PTO

Job summary

Bayer is seeking an Analyst Customer Support in Indianola, PA to support US Order-to-Bill flows for Radiology Consumables. You will serve as the main contact for orders, pricing, product availability and service inquiries, while driving issue resolution with cross-functional teams.

The role emphasizes process improvement, customer satisfaction, and adherence to consumer laws. A Bachelor’s degree or 5+ years of relevant experience is preferred, with BPA in SAP and related tools.

Qualifications

• Bachelor’s degree preferred or five+ years of relevant customer-service experience in lieu of a Bachelor’s degree.
• Proficiency in SAP and familiarity with Oracle BI, Vistex, EDI transactions, and customer master-data processes.
• Understanding of customer requirements, contract and pricing processes, and end-to-end supply-chain activities.

Responsibilities

• Support U.S. Order-to-Bill (O2B) operations for Radiology Consumables, partnering with SSO, internal teams, and external customers.
• Process customer orders and serve as a primary contact for order, pricing, product availability, supply, and service 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 Contracts to prevent and resolve pricing issues; support contract reviews, quotes, pricing reports, and requests.
• Provide phone coverage and coordinate team assignments to maintain strong customer service levels.
• Maintain customer and sales relationships, capture feedback, and support field-team requests and account maintenance.
• Support Master Data Governance processes for customer master-data requests with SSO teams.
• Participate in cross-functional projects to improve efficiency, customer experience, and O2B processes.
• Support team members and provide feedback to O2B leadership.

Skills

Customer service

Relationship management

Communication

Problem solving

Education

Bachelor's degree or equivalent

Tools

SAP

Oracle BI

Vistex

EDI

Job description

Bayer is seeking an Analyst Customer Support in Indianola, PA to support US Order-to-Bill flows for Radiology Consumables. You will serve as the main contact for orders, pricing, product availability and service inquiries, while driving issue resolution with cross-functional teams.

The role emphasizes process improvement, customer satisfaction, and adherence to consumer laws. A Bachelor’s degree or 5+ years of relevant experience is preferred, with BPA in SAP and related tools.