Manager, Customer Service

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. 

Position Title: Manager, Customer Service

Position Type: Permanent (full-time)

Location: Vaughan Office (Hybrid)   

Job Role

The Customer Service Manager plays a critical role in supporting both our Frontline Customer Service Teams and sales and distribution activities as across the regions. As the primary point of contact for both internal and external stakeholders, this role ensures exceptional customer service and sales support and acts as a subject matter expert supporting the business. The Customer Service Manager operates independently, making impactful decisions, leading the Customer Service Teams and account management processes, and driving proactive issue resolution. This position enhances the customer experience through consistent follow-up, timely communication, attention to detail, and process improvement initiatives

Key Responsibilities

• Lead the Customer Service function, ensuring timely order processing, issue resolution, and high satisfaction across entire customer base.
• Collaborate with Sales to assess customer performance and account health.
• Ensure optimal customer support to strengthen relationships and satisfaction.
• Analyze and resolve order staging issues to ensure timely fulfillment.
• Document customer updates and interactions as necessary in Salesforce and other tools.

• Monitor open orders and ensure timely processing and distribution.

• When applicable proactively Communicate order fulfillment barriers to stakeholders daily.
• Collaborate and solve issues with internal teams (Customer Master, Operations, Distribution, EDI, AR) to meet customer and business requirements.
•  Maintain service continuity during disruptions, holidays, and shutdowns.
• Act as a subject matter expert and escalation point supporting the CA sales region(s) with the support of management.
• Lead or participate in ad hoc projects as assigned.
• Develop and monitor KPIs (response time, order accuracy, customer satisfaction) and implement process improvements.
• Collaborate cross-functionally with Sales, Supply Chain, Quality, and Regulatory teams to ensure seamless service delivery and compliance with Health Canada and internal policies.
• Manage escalations and coordinate solutions for product or service concerns.
• Support the Sales team with escalations/concerns on Back Orders, Manual Allocations, Substitutions of products, assist with AR issues if needed  

• Lead and develop the Customer Service team, fostering accountability, collaboration, and customer-centric culture.
• Ensure cross training between team members (re vacation).
• Identify and implement process enhancements to improve efficiency, reduce cost, and elevate customer experience.
• Monitor Customer Service Associates and evaluate their responses and handling of customer queries and concerns
• Establish achievable customer satisfaction goals (based on Corporate goals) and communicate those goals to the customer service team.

Qualifications

• Bachelor’s degree in Business, Healthcare, or related field; MBA an asset.
• 7+ years of experience in customer service or commercial operations within medical devices or healthcare (ophthalmology preferred).
• Strong leadership, communication, and negotiation skills.
• Strong problem solving and decision-making skills.
• Excellent written and verbal communication skills.

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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