Surgical Customer Service Advocate

Bausch + Lomb (NYSE/TSX: BLCO) is a leading global eye health company dedicated to protecting and enhancing the gift of sight for millions of people around the world—from the moment of birth through every phase of life. Our mission is simple, yet powerful: helping you see better, to live better. 

Our comprehensive portfolio of over 400 products is fully integrated and built to serve our customers across the full spectrum of their eye health needs throughout their lives. Our iconic brand is built on the deep trust and loyalty of our customers established over our 170-year history. We have a significant global research, development, manufacturing, and commercial footprint of approximately 13,000 employees and a presence in approximately 100 countries, extending our reach to billions of potential customers across the globe. We have long been associated with many of the most significant advances in eye health, and we believe we are well positioned to continue leading the advancement of eye health in the future. 

Work Schedule:  Monday – Friday; 10:00 am – 6:00 pm EST

Responsibilities:

This role is responsible for providing superior customer experience by serving as the main point of contact for Bausch + Lomb’s sales representatives and our customers. Their responsibilities include processing orders, quotes, solving problems, and providing product information and solutions to sales representatives and customers. They enhance the customer experience through consistent follow-up, communication, high attention to detail, process development for improvement initiatives, influencing change, and proactively delivering on customer needs with a professional demeanor.

Sales Support and Order Management:

• Manage, support and serve as the main customer service contact for assigned region, associated sales representatives and their customers in handling questions or problems received via phone, email, mail or fax.
• Closely manage processing of orders received via multiple channels, including phone, email and fax, within PeopleSoft Order Management System from order receipt through distribution and delivery. 
• Learn, apply and communicate intensive technical and product information.
• Interact and communicate effectively with customers, sales representatives, product managers, account managers, and other Bausch + Lomb departments to accomplish established objectives.
• Gather and analyze billing and inventory related data to resolve associated issues.
• Resolve customer issues using billing, inventory and other relevant data sources, and ensure that root causes are rectified by recommending corrective measures, such as policy changes.
• Demonstrate a sense of urgency and commitment to maintaining high-level of customer satisfaction.
• Manage stress and emotional levels for customer and internal team in difficult situations. Calmly handle customer escalations within established guidelines.
• Proactively identify areas of opportunity and present them to team leadership.
• Ensure service during disruptions (weather, employee vacation/sick leave or otherwise) and other company closing including some holidays and holiday shutdown.
• Act as Subject Matter Expert who knows current job well enough to coach and/or train as needed.

Compliance:

• Understand, model and enforce all company policies.
• Assure all transactions are in compliance with terms, policies, and approval levels and customer adjustments meet standard operating procedures as well as financial, ethical, FDA, and ISO standards.
• Exercises sound judgment and discretion in routine decision to ensure accuracy and satisfaction.
• Works with all departments to resolve disputes or issues.
• Accurately documents all account interactions and adjustments for internal and external audits.
• Completes and documents follow-up informational calls, emails and/or case updates to customers, account manager and sales representatives within service level requirements.
• Reads, analyzes and interprets common scientific or technical information, financial reports and legal documents.
• Utilizes reports to monitor, track, and ensure completion of work.
• Meet minimum acceptable metrics for schedule adherence, call handling, order entry and status, and others as determined by management.

Qualifications:

• Demonstrate excellent organizational skills along with the ability to handle multiple tasks.
• Understanding of full customer service operations.
• Excellent verbal and written communication skills.
• Must demonstrate strong ability to identify, analyze and solve problems.
• Must demonstrate ability to manage multiple projects and heavy work volume within time constraints.
• Must be self-motivated and approach tasks with a positive, proactive attitude.
• Ability to work independently and plan extensively to meet goals.
• Ability to maintain accuracy, consistency and quality in fast-paced environment.
• Values and desires to contribute dedicated teamwork.
• Data entry, analysis, and forecasting skills.
• Proficient in Microsoft Office: Outlook, Word, Excel, and PowerPoint.
• Experience with PeopleSoft order management system.
• Dependable and consistent attendance.
• High school diploma and minimum of 5 years customer service experience in a strong technical environment.
• College degree and 5 years customer service experience in a strong technical environment preferred.

This position may be available in the following location(s): US – Remote

As required by New York State’s pay transparency bill, Bausch + Lomb provides a good faith minimum and maximum salary range of compensation for roles that can or will be performed, in New York State.  Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location.  For New York State, the range of starting annual base pay for this role is $46,000 – $56,000. Our Benefit Programs: https://www.bausch.com/careers/benefits/