Customer Service Specialist - Vision Care

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.

Bausch + Lomb is seeking a Customer Service Specialist to serve as the primary point of contact for customer inquiries and order‑related support. This role is responsible for delivering a high‑quality customer experience through accurate order management, timely communication, and effective issue resolution. The Specialist will also contribute to process improvement initiatives and support training and documentation needs. You will serve as the main customer service contact for the customer in handling questions or problems received via phone, email, mail, or fax keeping the customer updated with timely and frequent updates regarding resolution progress.

Key Responsibilities:

• Respond to customer inquiries received via phone, email, mail, or fax, ensuring timely and accurate communication.
• Monitor customer orders through fulfillment and proactively resolve order exceptions.
• Closely monitor customer orders to ensure they have cleared through to physical distribution and resolve issues in a timely and efficient manner.
• Investigate and resolve billing, order, and inventory‑related issues.
• Document all customer interactions and complaints in accordance with company policies.
• Provide clear explanations of system or portal‑related issues to non‑technical users
• Manage the service needs of assigned accounts and maintain strong customer relationships.
• Collaborate with internal teams including Sales, Product Management, Project Managers and Distribution to support customer requirements.
• Handle customer escalations professionally and within established guidelines.
• Calmly handle customer escalations within established guidelines.
• Support training backups and ensure those folks have appropriate training materials and resources to perform their job functions.
• Assess and update training and reference documents to reflect current processes on an ongoing basis as requested by management.
• Act as Subject Matter Expert who knows current job well enough to train as needed.
• Follow all company policies and ensure transactions are completed in compliance with applicable procedures.
• Support service continuity during business disruptions (e.g., weather, staffing coverage, holidays/holiday shutdowns) as needed.
• Meet established performance expectations (e.g., schedule adherence, call handling, order accuracy, and other metrics defined by management).
• Contribute to a collaborative team environment and mentor colleagues as business needs arise.
• Reads, analyzes and interprets common scientific or technical information, financial reports and legal documents.

Qualifications:

• High school diploma  AND minimum of 2 years customer service experience managing mid tiered accounts and order management.
• College degree and 4 years customer service experience in a strong technical environment preferred.
• Strong verbal and written communication skills; able to listen actively and respond with empathy in difficult situations.
• Excellent attention to detail and ability to maintain quality and accuracy in a fast-paced environment.
• Strong problem-solving skills with the ability to identify, analyze, and resolve routine customer/order issues.
• Must be self-motivating and approach tasks with a positive, proactive attitude.
• Comfortable learning and using multiple tools/systems (CRM, order entry platforms, web portals).
• Proficiency in Microsoft Office (Outlook, Excel, Word).
• Ability to explain ordering system/portal-related issues to non-technical users and communicate clearly when escalating issues.
• Dependable attendance, positive attitude, and ability to work independently and as part of a team.

This is a hybrid role based in Rochester, NY. 

We offer competitive salary and 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 - 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.

For U.S. locations that require disclosure of compensation, the starting pay for this role is between $16.00 - $25.00 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 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.