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.

Overview

As a Customer Service Specialist, you will serve as a trusted business partner to customers and internal stakeholders, managing customer accounts and order fulfillment activities throughout the order-to-cash process while ensuring an exceptional customer experience. Working cross-functionally with Sales, Distribution, Supply Chain, Accounts Receivable, Claims, and other internal teams, you will help drive efficient order fulfillment, resolve customer issues, and deliver outstanding customer support.

Success in this role requires strong relationship-building skills, attention to detail, sound judgment, and the ability to manage multiple priorities in a fast-paced environment. You will play a critical role in supporting customers, ensuring operational excellence, and contributing to business success through exceptional service and effective problem solving.

Key Responsibilities

Customer Relationship Management

• Serve as the primary point of contact for assigned small to mid-sized direct trading partners.
• Build and maintain strong customer relationships through responsive, professional, and solution-oriented service.
• Respond to customer inquiries and requests received through telephone, email, Genesys, and other communication channels in a timely manner.
• Provide customers with information regarding products, pricing, availability, order status, and company policies.

Order Management & Fulfillment

• Receive customer orders through multiple channels, including email, eCommerce, EDI, and customer portals.
• Enter and manage orders within PeopleSoft while meeting established service level expectations.
• Communicate order acknowledgements and confirmations, maintaining ownership of customer orders through completion.
• Manage order changes, updates, and follow-up activities throughout the order lifecycle.
• Monitor open orders and proactively communicate order status updates, supply constraints, and product availability concerns to customers.
• Process and manage Free of Charge (FOC) orders in accordance with company policies and procedures.

Customer Issue Resolution

• Investigate, manage, and resolve customer inquiries and requests, including product and shipment-related concerns.
• Identify root causes and collaborate with Claims, Sales, Distribution, Accounts Receivable, and other cross-functional partners to ensure timely and accurate resolution.
• Support resolution of billing discrepancies, pricing issues, shortages, damages, overages, mispicks, deductions, and other order-related concerns.
• Work closely with Accounts Receivable to address deduction management and past-due invoicing issues that could impact order fulfillment.

Operational Excellence

• Leverage approved AI-enabled tools to improve productivity, streamline routine tasks, enhance communication quality, and support efficient customer service operations.
• Support product launch activities, including order collection, shipping coordination, and invoicing readiness.
• Maintain continuity of service during business disruptions, staffing shortages, holidays, company shutdowns, and other business needs as required.
• Accurately document customer interactions, account activity, and transactional updates.

Compliance & Process Excellence

• Ensure transactions comply with company policies, pricing guidelines, approval requirements, and audit standards.
• Exercise sound judgment and professionalism in resolving customer issues while maintaining a high level of accuracy and customer satisfaction.
• Monitor operational metrics, including service levels, schedule adherence, call handling performance, and order processing effectiveness.
• Identify opportunities to improve processes, enhance efficiency, and elevate the customer experience.
• Collaborate across departments to resolve issues and support continuous improvement initiatives.

Qualifications

• High school diploma or equivalent plus 4+ years of customer service, customer account management, or order management experience; OR some college coursework with relevant customer service and order management experience.
• Strong customer service, problem-solving, and conflict-resolution skills.
• Excellent verbal and written communication skills with the ability to interact professionally with customers and cross-functional teams.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• High attention to detail and commitment to accuracy.
• Ability to work independently while contributing to a collaborative team environment.
• Strong analytical and problem-solving capabilities.
• Understanding of order-to-cash processes, customer account management, and supply chain interactions.
• Proficiency in Microsoft Office applications, including Outlook, Excel, Word, and Teams.
• Experience utilizing Microsoft Copilot or similar AI-powered productivity tools to support communication, documentation, analysis, and operational efficiency.
• Experience working with ERP systems, preferably PeopleSoft.
• Ability to learn and maintain knowledge of Bausch + Lomb products, systems, policies, and procedures.
• Demonstrated adaptability and commitment to continuous improvement.

Preferred Qualifications

• Associate's or Bachelor's degree in Business, Supply Chain, Communications, or a related field.
• Experience supporting direct trading partners, distributors, or B2B customers.
• Experience working in customer service, customer operations, order management, supply chain support, or a related environment.
• Experience supporting complex customer accounts within a regulated industry.

Work Environment

This role is eligible for our hybrid work schedule allowing for up to 2 days/week of telecommuting from home and 3 days/week in our Bridgewater, NJ corporate office.

This position may be available in the following location(s): US - Bridgewater, NJ

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.

For U.S. locations that require disclosure of compensation, the starting pay for this role is between $28.00 and $31.25 per hour. The estimated salary range reflects an anticipated range for this position. The actual base salary offered may depend on a variety of factors.

U.S. based employees may be eligible for short-term and/or long-term incentives. They may also be eligible to participate in medical, dental, vision insurance, disability and life insurance, a 401(k) plan and company match, a tuition reimbursement program (select degrees), company holidays, and well-being benefits, among others. U.S. based employees are also eligible to receive sick time, floating holidays and paid vacation.

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 US Benefit Programs Employee Benefits: Bausch + Lomb

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.