Customer Service Process Manager Europe

Date: Feb 12, 2024

Location: GB - Greater London, United Kingdom - All, GB

Company: Bausch + Lomb

Bausch + Lomb Corporation, (NYSE/TSX: BLCO), is solely 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.

The company is one of the best-known and most respected healthcare brands in the world, offering the widest and finest range of eye health products including contact lenses and lens care products, pharmaceuticals, intraocular lenses, and other eye surgery products. 

Our highest priority is the well-being of the people we serve. By listening to our customers and patients, by constantly honing our innovation edge, by executing with integrity and excellence, we strive to earn the trust of our partners and stakeholders.

Over the last 167 years, Bausch + Lomb has become a global hallmark for innovation and quality.  Our talented and motivated colleagues work relentlessly to invent new materials, engineer new technologies, and ultimately bring new innovations to help people see better to live better.

JOB DESCRIPTION

BUSINESS TITLE

Customer Service Process Manager Europe

 

BUSINESS UNIT / FUNCTION / LOCATION

Customer Services Europe

LEGAL ENTITY

 

Bausch and Lomb

OBJECTIVES/
PURPOSE OF JOB

Provide Process and Product Complaint expertise to the European Customer Service Teams and involved stakeholders with objective to grant compliance and alignment, and to improve the Customer Experience.

Define improvement opportunities based on process analysis & best practice sharing. Contribute to, and/or drive projects to successfully implement the required changes.

 

KEY ACTIVITIES/
RESPONSIBILITIES

  • Integral member of the Customer Service Management team. Assist to all meetings and initiatives which are organized to support and/or represent Customer Service and to improve the Customer Experience
  • Understand B+L system functionality (ERP/CRM/SFDC Ticketing system) and keeping up to date with any change to our legacy systems which impact Customer Service
  • Understand Customer Service Quality & Product Complaint processes and QPI’s for all BU’s in Europe, with objective to grant compliance and alignment and to define improvement opportunities based on process analysis.
  • Deliver CS Product Complaint & Process Subject Matter Expertise & project support to Global Quality projects. Attend to Global Complaint Governance Council reviews and project meetings (e.g. timeliness projects, customer survey/feedback etc.).
  • Build and maintain a professional relationship and work in an effective way with all involved internal stakeholders (CS, GPSS, GDCM, Quality, IT, outsourced partners) to define potential for process improvement and/or changes. Communicate with all levels of the company professionally. Be objective, facts oriented and transparent.
  • Ensure compliance to MDR and GDPR. Provide gap analysis and remediation plans where needed for execution by the CS teams. Attend to audits where required.
  • Familiarization and understanding of good distribution practise (GDP), standard operating procedures (SOP’s), PHARMACOVIGILANCE team and MHRA requirements.
  •  Drive Product Complaint process efficiency and compliance through review and analysis of Power BI reporting and dashboards. Drive action and/or correction plans with responsible CS teams.   
  •  Deliver SFDC system expertise - ensure SFDC Product Complaint templates (record types) meet all the Customer Service and Quality (QA) requirements. Work closely with IT and CS teams to implement required changes and/or improvements. Deliver guidelines and training where required.
  •  Actively and consistently use the CS Management Tracker APP for all Customer Service Projects and actions.
  •  Owner of Customer Experience Centre communication, including organization and maintenance of CS MSTEAMS management channels, announcements, newsletters and other initiatives.
  •  Meet objectives and KPI’s based on CS goals matrix & individual annual performance goal plan.  

 

 

SUPERVISE DIRECT REPORTS (yes or no)

NO

SCOPE OF POSITION – e.g.

  • Sales volume responsibility
  • Budget responsibility
  • Size of Team
  • Sites
  • Regulations for Substitution
  1. INFORMATION FOR THE POSITION)

Location site:  Kingston upon Thames / remote

 

Reports to: CS Director EMEA

 

Support to Europe

 

 

KEY RELATIONSHIPS

(e.g. internal customers/business partners, external customers/partners)

 

  • Customer Service Management and CS regional team.
  • External partners (e.g. TELEPERFORMANCE)
  • Logistic teams (e.g. ALC – Amsterdam Logistics Centre, ILC – Italian Logistics Centre, Distribution centres)
  • IT
  • GPSS / GDCM
  • Regulatory
  • Quality

QUALIFICATIONS/
TRAINING

(e.g. professional qualifications, on-the-job training, education)

  • Bachelors / Masters' degree in Computer Science, Business/ Engineering or similar preferable
  • Customer Services experience essential
  • ERP (Peoplesoft/SAP), CRM (SFDC), Customer Service Tools (e.g. AVAYA, Ticketing system etc.) experience essential
  • Familiar with Lean, 6Sigma methodologies
  • Fluent English verbal and written skills + second language preferable

EXPERIENCE and SOFT SKILLS

(e.g. health care industry, multinational company, number of years, what level/types of roles, ability to work in teams, organizational skills, etc)

 

  • At least 2 years of recent experience within a Customer Service role with product complaint management background
  • At least 2 years of experience in the medical device / pharmaceutical industry is a significant advantage.
  • Proven interpersonal skills and evidence to work well within a team, experience working with a remote working environment.
  • Customer oriented. Understand customer value and seek for opportunities to contribute to best customer experience.  
  • Concise verbal and written communication in English. Ability to write guidelines, instructions, manuals and process documentation.
  • Ability to challenge the status quo and drive change and process improvement.
  • Experience with complaint management.
  • Demonstrates initiative, proactivity, sense of urgency, problem solving, flexibility. Ability to work under pressure and be resilient.
  • Accurate, excellent analytical and organisational skills

 

 

Notice for job holder:

  • With this job description your objectives/purpose of the job, key activities/responsibilities, scope of the position, key relationships, qualifications/training and experience are established definitely.
  • Within this frame you should act and decide independently.
  • We would ask you to inform your manager if your job reveals substantial deviations from this description.

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 reques.

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