Service Support and Dispatch Associate

Position Title:
Service Support and Dispatch Associate

Hybrid – Local to Indianola, PA office (looking for someone locally that can work on-site in our Indianola, PA office 2 days a week, T and TH)

Reports To:
Customer Response Squad Lead

Shift Days/Hours:
Monday through Friday

• One Position/Shift Needed – 8:30am -5pm EST
• One Position/Shift Needed – 9am-5:30pm EST
• 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. Also include supporting all other general call inquiries and other administrative type activities.

Key Tasks:
? Provides call support for all customer inquiries including by not limited to parts orders including 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
? Utilize SAP and CRM systems to professionally document customer/field calls and their resolution; which can be 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
? Ability to assist training and onboarding; assist 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 (specifically TAC, Connectivity Support and Field Operations Squad).
Also, 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
- This position requires strong communication skills, both written and oral as well as the ability to apply empathy and resolve conflict
- This position requires a willingness to learn, demonstrate excellent inter- personal and organizational skills; must be able to work within a self-managed team environment
- Demonstrated ability to follow specific guidelines & procedures; must be resourceful and capable of troubleshooting new applications as they arise
- Proficiency in Microsoft Office product suite; specifically, Outlook and Excel is required as well as familiarity working within Microsoft Teams
- Ability to work in a fast-paced environment and very independently
- Working knowledge of CRM systems (e.g., Salesforce, ServiceMax, SAP) is preferred