Service Support and Dispatch Associate

Bayer AG; Pennsylvania; Hybrid; USD 45,000 - 65,000; Full time

Job summary

Bayer AG is looking for a Service Support and Dispatch Associate to assist with customer inquiries concerning parts and service dispatch. This hybrid position, based in Indianola, PA, will involve managing calls, supporting Field Teams, and documenting interactions in SAP and CRM systems.

The ideal candidate will hold an Associate degree or equivalent experience in a customer-facing role. Strong problem-solving abilities, communication skills, and proficiency in Microsoft Office are essential. The role offers a dynamic work environment with opportunities for training and development.

Qualifications

• Experience in a call center environment and/or customer relations.
• Demonstrated ability to handle difficult inquiries.
• Proficient in Microsoft Office products.

Responsibilities

• Support resolution of customer inquiries regarding parts and service dispatch.
• Document customer calls and resolutions in SAP and CRM systems.
• Assist with training and onboarding of new staff.

Skills

Problem-solving skills

Communication skills

Interpersonal skills

Organizational skills

Education

Associate degree in business or technical discipline

High School Diploma/GED with two years of experience

Tools

SAP

Microsoft Office (Outlook and Excel)

CRM systems

Job description

Service Support and Dispatch Associate (Contract)

Contract (1 year)

Job Details

Hybrid – Local to Indianola, PA office (2 days a week, T and TH)

Reports To: Customer Response Squad Lead

Shift Days/Hours: Monday through Friday

• Position/Shift: 8:30am‑5pm EST – one position per shift
• Position/Shift: 9am‑5:30pm EST – one position per shift
• Available to work OT as needed

Purpose

This position sits under our Bayer Radiology Customer Response Squad and is responsible for helping Bayer external customers and Bayer Field Teams. Core responsibilities include supporting resolution of customer inquiries regarding parts and service dispatch as well as updating and accurately maintaining data in systems such as SAP and our Bayer CRM system, supporting all other general call inquiries and other administrative type activities.

Key Tasks

• Provides call support for all customer inquiries including parts orders with pricing and shipping details, part numbers, requests for technical resource dispatching and credit/billing troubleshooting
• Manages parts order process and dispatch console for Field Service teams
• Supports Bayer Field Teams with facilitating resolution of system data and supporting Install Dismantle Report updates
• Utilizes SAP and CRM systems to professionally document customer/field calls and their resolution; received via phone, CRM, email and web
• Assists in supporting other assigned projects/tasks requiring data input, document research and analysis and/or metric tracking, cross‑functional teamwork
• Assists with training and onboarding; assists with training documentation and training delivery as needed

Key Working Relationships

• All external Customers, Customer Squads (Field Service, Sales and Clinical) and Delivery Solution Squads (TAC, Connectivity Support and Field Operations Squad)
• Logistics, Credit and Collections, Regulatory, Legal, IT/Sap Support

Skills & Qualifications

• Associate degree in business or technical discipline with 6 months of overall experience OR High School Diploma/GED and 2 years of overall experience working in a call center environment and/or customer relations/facing or remote service support role
• Advanced problem‑solving skills, demonstrated experience in dealing with difficult inquiries and customer issues with little supervision, strong sense of urgency
• Strong communication skills, both written and oral, and empathy to resolve conflict
• Willingness to learn, excellent interpersonal and organizational skills; must be able to work within a self‑managed team environment
• Demonstrated ability to follow specific guidelines & procedures; resourceful and capable of troubleshooting new applications as they arise
• Proficiency in Microsoft Office product suite; specifically Outlook and Excel required, and familiarity within Microsoft Teams
• Ability to work in a fast‑paced environment and independently
• Working knowledge of CRM systems (e.g., Salesforce, ServiceMax, SAP) preferred