Customer Solution Manager
Company: Bayer
Location: Thane
Division: Pharmaceuticals
Reference Code: 867032
Job Type: Full-Time
Experience Level
Bachelor's degree in Business, Supply Chain, Finance, Healthcare Management, or related field
5–7+ years of experience in:
Order-to-Bill (O2B)
Order-to-Cash (O2C)
Supply Chain Operations
Customer Service Operations
Finance Operations
Mid-Senior Management Level
Salary
Estimated market salary: ₹18–30 LPA CTC, with strong candidates from healthcare, pharma, or multinational shared services environments potentially receiving ₹30–35 LPA.
Role Summary
The Customer Solution Manager is responsible for managing end-to-end Order-to-Bill (O2B) operations, customer satisfaction, service delivery governance, and process improvement initiatives. The role acts as the primary escalation point for complex customer issues while driving operational excellence and customer-focused value creation across Bayer's Pharmaceuticals, Consumer Health, and Radiology businesses.
Key Responsibilities
Order-to-Bill Operations
Manage day-to-day O2B service delivery.
Resolve escalations and operational exceptions.
Handle order-related inquiries and blocked orders.
Support pricing, rebate, claims, and complaint resolution.
Customer Relationship Management
Build and maintain relationships with key customers.
Lead customer-focused value creation initiatives.
Improve customer experience and satisfaction.
Track and monitor customer service metrics.
Third-Party Vendor Management
Oversee outsourced operational activities.
Monitor service delivery KPIs.
Identify recurring issues and performance gaps.
Drive corrective and preventive actions with vendors.
Process Improvement & Transformation
Recommend process enhancements and automation opportunities.
Support technology adoption and digital transformation initiatives.
Contribute to operational excellence programs.
Drive efficiency and quality improvements.
Project & System Support
Support global O2B transformation projects.
Participate in ERP implementations, including SAP S/4HANA initiatives.
Provide subject matter expertise during system upgrades and process transitions.
Cross-Functional Collaboration
Work closely with:
Supply Chain Planning
Logistics
Finance Operations
Customer Service
Commercial Teams
Drive operational alignment across functions.
Compliance & Audit Support
Support Internal Control System (ICS) requirements.
Assist with internal and external audits.
Ensure adherence to company policies and regulatory standards.
Required Qualifications
Education
Bachelor's Degree in Business, Finance, Supply Chain, Healthcare Management, or related discipline.
Professional Experience
5–7 years of relevant experience.
Experience in healthcare, pharmaceutical, or medical device sectors preferred.
Strong understanding of Order-to-Cash (O2C) and Order-to-Bill (O2B) processes.
Key Skills
Order-to-Bill (O2B)
Order-to-Cash (O2C)
Customer Service Operations
Supply Chain Management
SAP ERP / SAP S4 HANA
Vendor Management
Process Improvement
Stakeholder Management
Customer Experience Management
Business Process Transformation
Data Analysis & Reporting
Ideal Candidate
A customer-focused operations professional with strong experience in O2B/O2C processes, stakeholder management, and process improvement. The ideal candidate should have exposure to healthcare or pharmaceutical industries and possess the ability to manage customer escalations, lead transformation initiatives, and drive operational excellence.
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