Customer Service Associate I

Date: Sep 18, 2023

Location: US-NY-Rochester, New York, 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 nearly 170-year history. We have a significant global research, development, manufacturing and commercial footprint of approximately 12,500 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. 


Job Summary:  This role is responsible for supporting sales and distribution activities by providing superior customer service. The position will serve as a first point of contact for internal and external inquiries pertaining to Bausch Health’s small to medium sized direct trading partners. The Customer Service Associate will process daily orders for the business unit, manage incoming customer service phone calls, respond to customer information requests, and resolve standard customer and order issues. The Customer Service Associate is focused on enhancing the customer experience for all Bausch Health Customers through consistent follow-up, communication, high attention to detail, and professional demeanor.



Order Management

  • Manage order processing via email, fax, telephone and electronic system with accuracy and speed for small to medium sized direct trading partners
  • Monitor open order report to ensure orders have cleared through to physical distribution and resolve issues as required
  • Respond to and resolve standard customer inquiries and requests received via telephone, email, mail and fax in a timely and efficient manner, including:
    • Product information and availability
    • Ordering, order status, cancellation and tracking information
    • Billing and invoice requests
  • Responsible for escalating inquiries and issues and logging all customer communication in customer relationship management tool
  • Ensure service during disruptions (weather, employee vacation/sick leave or otherwise) and other company closing including some holidays and holiday shutdown



  • Understand and follow all company policies
  • Assure all transactions are in compliance with policies
  • Work with team members to resolve inquiries or issues
  • Meet minimum acceptable metrics for schedule adherence, call handling, order entry and status, and others as determined by management



  • Required Education:  High school diploma
  • Experience:   0 - 1 year customer service experience
  • Preferred experience:  2 years customer service and order entry experience
  • Basic understanding of customer service operations
  • Good communication skills
  • Values and desires to contribute dedicated teamwork
  • Data entry skills
  • Basic accounting and Excel skills
  • Dependable and consistent attendance
  • Must have eagerness and capacity to learn
  • Values and desires to contribute dedicated teamwork
  • Must be self-motivated and approach tasks with a positive, proactive attitude




This position may be available in the following location(s): US - Rochester, NY (GEHC)

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.


As required by New York State's pay transparency bill, Bausch + Lomb provides a good faith minimum and maximum salary range of compensation for roles that can or will be performed, in New York State.  Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location.  For New York State, the range of starting annual base pay for this role is $14.48 and $19.30 per hour

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


Our Benefit Programs:


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.