Analyst Customer Support - Indianola, PA - Remote USA

 

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Analyst Customer Support - Indianola, PA - Remote USA 

 

ANALYST CUSTOMER SUPPORT – Indianola, PA / Remote USA

PURPOSE

The Analyst Customer Support incumbent provides comprehensive customer service and support across various 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 good customer relations are maintained by resolving claims and complaints fairly and effectively, in compliance with consumer laws. Develops organization- wide initiatives to proactively inform and educate customers and creates improvement plans based on customer feedback and surveys to enhance overall service quality and customer satisfaction.

The position is responsible for all activities designated for the US Based operations supporting O2B functions for the Radiology Business Unit (consumables), and collaboration with the Shared Services Organization (SSO). This position will also support others within the team on the various responsibilities of O2B Radiology consumable business. They will act with full authority on their behalf while participating in all aspects of customer service functions supporting the Radiology consumables business. Emphasis is on solving problems through root cause analysis, recommendation of practices, and being proactive in providing quality service and information to customers and internal organizations. Goal alignment and teamwork is heavily correlated with product supply, sales, finance, and the logistics organizations. Actively identifying trends, new business, process improvements, digital opportunities and training needs in support of the DSO environment – Customer centric model. The Customer Service position is unique; it requires total focus on very high-volume transactions to build true partnerships while meeting or exceeding customer/Bayer requirements. The ability to manage relationships while effectively making decisions is critical.

YOUR TASKS AND RESPONSIBILITIES

• Act as a major liaison role in providing supporting for O2B activities between the RAD Business Unit, the SSO and other operational entities supported by the US based team:

• • This includes – KPI and SLA monitoring;
  • Processing customer orders.

• Handles the effective resolution of pricing and the prevention of pricing issues in coordination with Contracts Team, product availability, and other potential problems associated with Product Supply;
• Operates in conjunction with internal departments such as and/or other divisional disciplines e.g. credit, sales, marketing, logistics etc.;
• Primary responsibility for phone coverage and coordinate assignments with other team members to provide maximized service levels on behalf of Bayer to our customers;
• Oversight of customer and sales organization relationships.:

• • This includes facilitating effective resolution of customer issues, professionally handling various types of customer orders and requests, listening for and capturing customer feedback to utilize for improvement opportunities, utilizing systems to accurately track disposable consumption, and supporting field team requests;

• Be first line contact with customers and must exercise considerable independence and initiative in meeting and anticipating current and future customer needs while remaining consistent with quality service and financial commitments of each business unit;      
• Design and participate in projects designed to increase operational efficiencies in conjunction with other corporate departments;
• Initiates and be responsible for process improvement recommendations that are department wide taking into consideration issues of other teams Provides