Customer Service Associate I

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. 

Job Title: Bilingual Customer Service Associate

Location: Vaughan Office (Hybrid Role - 2 days in office)

Reports to: Manager, Customer Service

Responsibilities:

Customer Relationship, Order Management, and Sales Support (80%)

-    Manage all order processing via email, fax, and SAP with excellent accuracy and agility
-    Ensure orders are processed promptly and consistently by cut-off
-    Act as a primary customer contact for all inquiries 
-    Monitor and be available during assigned shift to cover phone queue to support all callers.
-    Proactively engage customers to resolve issues in a timely manner
-    Deliver professional support to internal and external customers
-    Monitor open queues to ensure timely processing and shipping
-    Communicate effectively with key stakeholders 
-    Use appropriate judgment in upward communication regarding escalations, issues or operational concerns.
-    Document all customer interactions and complaints accurately
-    Analyze billing, order, and inventory data to resolve issues
-    Resolve issues and analyze root causes; recommend improvements
-    Ensure compliance with all procedures and regulatory standards
-    Maintain strong customer focus and sense of urgency
-    Learn and communicate product knowledge effectively
-    Build and maintain strong internal / external customer relationships
-    Handle escalations calmly and effectively within guidelines

Leadership (10%)

-    Encourage and foster a strong teamwork culture. 
-    Lead by example with a positive and professional demeanor. 
-    Demonstrate self-motivation and a proactive approach to work. 
-    Strong commitment to collaboration and with above and beyond mentality.
-    Take ownership and accountability for responsibilities, outcomes, and delivering an exceptional customer experience.

Compliance (10%)

-    Understand and follow company policies
-    Ensure all transactions meet terms, policies, and approval limits
-    Use sound judgment to ensure accuracy and customer satisfaction
-    Collaborate across teams to resolve issues effectively
-    Document all account interactions and adjustments for audits
-    Complete and track follow-ups within service level expectations
-    Ability to interpret operational and contract documents
-    Meet performance standards for adherence, calls, and processing

Qualifications:

-    A Degree or a college diploma from a reputable school 
-    A minimum of 3 years customer service experience 
-    French/English bilingualism is required
-    Ability to handle complex and heavy work volume 
-    Excellent understanding of the customer service operations
-    Excellent verbal and written communication skills
-    Strong ability to identify, analyze and solve problems
-    Experience with SAP order management system
-    Align with department goals and objectives
-    Proficiency in MS Office: Outlook, Word, Excel, and PowerPoint
-    Data analysis skills would be an asset
-    Knowledge of Salesforce preferred
-    Knowledge of the Ophthalmology or Healthcare business preferred

For Canada locations that require disclosure of compensation, the starting pay for this role is between $70,000.00 and $90,000.00. The estimated salary range reflects an anticipated range for this position. The actual base salary offered may depend on a variety of factors. 

The masculine is used in this publication without prejudice for the sake of conciseness.
Bausch & Lomb is committed to equal employment opportunity and complies with equal employment opportunity laws in effect wherever it operates.

We are an equal opportunity employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. Accommodations for job applicants with disabilities are available on request.

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