Senior Customer Service Associate

Date: Jul 10, 2024

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

Company: Bausch + Lomb

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. 

 

Objectives:  The Senior Customer Service Associate is responsible for supporting the performance of the consignment business operations. To do so, vast amounts of data and information must be analyzed and reviewed with the cooperation of internal business partners across Bausch + Lomb Surgical. This position is responsible for the administration and organization of field inventory of company products, including detailed customer analysis and consignment transactions and records.

 

Responsibilities

  • Will be assigned and will own a region of the country, with responsibility for:
  • Months on Hand (MOH) auditing of product 
  • Field inventory audit reconciliation
  • Inventory control (Transfers and Cycle Counts) 
  • Follow up letters to customers. 
  • Detailed maintenance and analysis of all associated reports and records
  • Data review and analysis as assigned for the customers and sales representatives in assigned region.
  • Training of new sales reps on internal processes related to all aspects of consignment and inventory audits.
  • Validate and monitor applicable licenses using MedPro and proactively monitor expired license through this system.  
  • Validate all license to ensure no surgical products are shipped to our US and Puerto Rico customers unless they have a valid, current license to receive such product.  
  • Document verification of licenses.
  • Maintain contact information for customers with outstanding unbilled implants to secure purchase orders.
  • Collaborate and help organize the efforts of Sales personnel to obtain purchase order numbers for unbilled lenses.
  • Frequent collaboration with internal departments including: Credit, Contracts, Sales, Customer Service, Customer Operations to set-up and make changes to complex accounts with accuracy
  • Responsible for fully analyzing and investigating errors within customer billing, customer maintenance files and sales communications to come to true resolutions.
  • Complete month-end cycle counts and maintain records per schedule.
  • Assist Salesforce, Customer Service and the regional team with inquiries and analysis related to product consignment as necessary.
  • Support all business aspects in accordance with GAAP, ISO, SOX and FDA standards and requirements.
  • Propose and implement innovative solutions to increase team efficiencies.
  • Identify continuous improvement and modernize processes with creative problem solving.
  • Applies critical thinking and deductive reasoning when reviewing provided data in various formats for accuracy.
  • Gain comprehensive understanding of Bausch + Lomb internal commercial operations processes to help drive problem solving and find errors.
  • Mentoring and training of additional team members in Customer Operations
  • Other duties as assigned.

 

Requirements

Education:  

  • Bachelor’s Degree AND 2-3 years experience required.  In lieu of Bachelor’s Degree, on the job experience considered.
  • Experience / Skills / Qualifications / Training
  • Minimum 3 years Customer Service or Credit and Collections experience required.
  • Proven experience with researching and resolving complex issues.
  • Proven experience working within SAP, PeopleSoft or Salesforce.com operating systems.  Knowledge of multiple preferred.
  • Process improvement experience preferred.
  • Experience working in a regulated industry such as medical device or healthcare strongly preferred.
  • Strong technical, research and troubleshooting skills required; within PeopleSoft and internet environments strongly preferred
  • Proficient in Microsoft suite, including Word, Excel, Outlook and Access.
  • Self-starter with strong customer service business acumen and orientation for building strong relationships with both internal teams and customers.
  • Strong orientation for detail and drive to problem solve.
  • Demonstrate excellent time management and organizational skills along with the ability to handle multiple tasks.
  • Exceptional Communication skills (written and verbal) and strong analytical skills required.
  • Ability to take direction from multiple points of contac

 

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): 


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.

 

Our Benefit Programs: https://www.bausch.com/careers/benefits/

 

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

 

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