Customer Service Specialist

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. 

Customer Service Specialist

Localizes: Warsaw

Hybrid work: yes

Role Description:

Supporting Bausch + Lomb Polska's business by providing excellent customer service in the Polish market – proactively coordinating all aspects of the supply chain to ensure optimal performance and ensuring agreed service levels and/or delivery terms are met, and demonstrating business-friendly behavior.

Roles and Responsibilities:

• Build and manage professional relationships with customers in order to drive business growth
• Proactive customer management dealing with all queries quickly, accurately, professionally at all customers contact points, ensuring the customer is kept up to date at all times and that long-term solutions are developed and implemented
• Work closely with field based sales staff. Logistics, IT and finance department to resolve issues efficiently
• Proactive order management including timely response, accurate processing and monitoring
• Capture, report, escalate and ensure timely response and resolutions to all product and service complaints in line with global policies
• Taking ownership of every customer enquiry through to completion resolving issues quickly and efficiently with emphasis on OPC
• Challenge the status quo, promotion LEAN thinking and recognizing opportunities for growth for both self and organization
• Promote “one team” spirit by demonstrating strong team and supporting your colleagues
• Carry out back office tasks such as but not limited to pricing, Billing, Customer Accounts Process, Proactive management of backorders etc.
• Coordination of outsourced provider
• Audit support
• Ad hoc projects
• New product set up and launching
• Compliance with Good Distribution Practice (GDP), internal SOPs, Pharmacovigilance protocols, and MDR requirements.
• System changes-testing and validation
• Webshops set up and enhancement s to customers Ecommerce websites
• Operational Marketing and Commercial support
• Reporting and data analysis
• Lead on process improvements
• Drive new systems roll outs

Qualifications:

• Min. 3 years of relevant experience
• Fluency in English and Polish required
• SAP and Sales Force systems experience
• MA in Logistics nice to have

Competencies:

• Highly detail-oriented and able to work under tight deadlines
• Strong analytical skills
• Advanced Microsoft Office skills, with an excellent Excel working knowledge
• Strong technical literacy and comfort with digital tools and platforms required
• Excellent interpersonal and communication skills, with the ability to connect effectively across all levels and build strong relationships with a wide range of stakeholders
• Customer-focused mindset with a drive to enhance customer experience
• Resilient and confident in handling objections and conflict
• Proactive, adaptable, and solutions-oriented with a sense of urgency
• Strong organizational, coaching, and listening skills

What We Offer:

• Competitive salary and performance-based bonus system
• Full-time employment under a contract of employment
• Ability to work in a hybrid model
• Training in all aspects of customer service - experience is therefore not essential
• Benefits (medical insurance, life insurance, Multisport card, MyBenefit program)

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