Customer Service Associate II

Date: Sep 15, 2022

Location: US-MO-Saint Louis East, Missouri, US

Company: Bausch & Lomb

Bausch+Lomb Companies Inc. (NYSE/TSX: BHC) is a global company that develops, manufactures and markets a range of pharmaceutical, medical device and over-the-counter products, primarily in the therapeutic areas of eye health, gastroenterology and dermatology. We are delivering on our commitments as we build an innovative company dedicated to advancing global health.  Each day, Bausch+Lomb products are used by over 150 million people around the world.

 

Our approximately 21,000 employees are united around our mission of improving people’s lives with our health care products, and we manufacture and market health care products directly or indirectly in approximately 100 countries. 

 

Objectives: 

  • Process instrument repairs, customer credit returns, and customer complaints. 
  • Provide back-up processing of custom instrument orders and prototype instrument orders.

 

Responsibilities:

Process instrument repairs from customer through repair to shipping to customer:

  • Accepts repair requests from customer, provides shipping instructions to customer and advises of warranty status, repair time, cost, etc. 
  • Ensures instrument failure is communicated to instrument maker responsible for the repair. 
  • Prepares instruments for shipping back to customer. 
  • Processes competitive company’s instruments and maintains cross reference to Storz items.

 

Process customer credit returns:

  • Research reasons for customer returns and advises customer as to whether or not a return is possible. 
  • Provides customer feedback to sales and marketing. 
  • Updates systems accordingly to ensure customers are properly credited for item returns.
  • Coordinates return of items to stock.

 

Process customer complaints:

  • This includes collection of receipt to collecting complaint evaluation to entering into the appropriate electronic system.
  • Ensures customer complaints are properly recorded. 
  • Serves as the intermediary between Quality, Manufacturing, and the customer. 
  • Keeps customer apprised of the status of complaint evaluations through completion and updates systems appropriately.

 

Provide back-up processing from custom instrument orders and prototype instrument orders:

  • Serves as a back-up for the employee who regularly performs this function. 
  • Receives specs from customer and communicates them to marketing and engineering. 
  • Provides pricing information to customers.

 

Qualifications:

Required Education:  High School Diploma or GED required.

 

Required Experience:  3+ years clerical/administrative experience and previous customer interaction experience are required

 

Preferred Experience:  Prior knowledge of hand-held surgical instruments

 

We offer competitive salary & excellent benefits including:

  • Medical, Dental, Eye Health, Disability and Life Insurance begins on your hire date
  • 401K Plan with company match and ongoing company contribution
  • Paid time off – vacation (3 weeks - prorated upon hire), floating holidays and sick time
  • Employee Stock Purchase Plan with company match
  • Employee Incentive Bonus
  • Tuition Reimbursement (select degrees)
  • Ongoing performance feedback and annual compensation review

  

 

This position may be available in the following location(s): US - St. Louis (Sovereign)

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Job Applicants should be aware of job offer scams perpetrated through the use of the Internet and social media platforms.

To learn more please read Bausch+Lomb's Job Offer Fraud Statement.