Customer Service Specialist

2 weeks ago

Rochester, United States Bausch + Lomb Full time

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.

This role is responsible for supporting sales and distribution activities by providing superior customer service. The position will serve as the primary point of contact for internal and external inquiries pertaining to Bausch and Lomb's direct trading partners both in English and French.

The Customer Service Specialist will own the order to cash process while improving processes internally and externally.

The Customer Service Specialist will manage, FOC orders, international orders, Employee Orders, which contains sensitive information, supporting sales for regional and area business managers, and overseeing specialty product order requests for small to medium sized accounts.

The Customer Service Specialist is focused on enhancing the customer experience for all Bausch and Lomb Customers through consistent follow-up, communication, process development for improvement initiatives, influencing change, high attention to detail, and professional demeanor.

Must be well-versed on Bausch and Lomb products and policies and interact routinely with Bausch and Lomb distribution center to support accurate, timely, and cost-effective shipment of customer orders and sample shipments.

Customer and Order Management

  • Primary point of contact for small to medium sized direct trading partners
  • Receive orders from customers through different channels (e.g., email, eCommerce, EDI, customer's portal), create orders in People Soft system within 24 hours
  • Communicate confirmation/acknowledgement to customers, and own the order including changes
  • Proactively communicates supply issues and general order status to assigned customers via daily review of open order reports
  • Respond to and resolve complex customer inquiries and requests received via telephone, email, mail and fax in a timely and efficient manner, including:
    • Billing issues (open deductions, pricing discrepancies)
    • Product and shipment complaints
    • All other customer issues or inquiries as needed
  • Monitor open order report for complex or escalated issues requiring escalation
  • Work closely with cross-functional teams to communicate stock level issues at forwarding distribution and depot locations
  • Work closely with AR on deduction management for accounts and participates in regular meetings with AR and account
  • Coordination with Claims Processing to ensure accurate and timely documentation and resolution of all claims
  • Ensure service during disruptions (weather, employee vacation/sick leave or otherwise) and other company closing including some holidays and holiday shutdown
  • Work closely with Customer Service management to ensure smooth transition of product launches including collection of orders, shipping and invoicing
  • Management of specialty products and orders requiring additional review or approval
Compliance
  • Understand and model all company policies
  • Assure all transactions are in compliance with terms, policies, and approval levels
  • Proactively identify areas of opportunity and presents them to team leadership
  • Exercises sound judgment and discretion in routine decision to ensure accuracy and satisfaction
  • Works with all departments to resolve disputes or issues
  • Accurately documents all account interactions and adjustments for internal and external audits
  • Utilizes reports to monitor, track, and ensure completion of work
  • Meet minimum acceptable metrics for schedule adherence, call handling, order entry and status, and others as determined by management


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 $18.00 - $23.00 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.

  • Customer Service Specialist

    2 months ago

    Rochester, United States Kelly Services, Inc. Full time

    Were seeking a Customer Service Specialist to work at a premier client in Henrietta. This is a direct hire opportunity, working onsite for a leading optical company. Whats a typical day as a Customer Service Specialist? Youll be: - Maintaining a p Customer Service Specialist, Customer Service, Specialist, Retail, Staffing, Service

  • Customer Service Specialist

    1 week ago

    Rochester, United States QuidelOrtho Full time

    The Opportunity QuidelOrtho unites the strengths of Quidel Corporation and Ortho Clinical Diagnostics, creating a world-leading in vitro diagnostics company with award-winning expertise in immunoassay and molecular testing, clinical chemistry and transfusion medicine. We are more than 6,000 strong and do business in over 130 countries, providing answers with...

  • Retail Customer Service Specialist

    4 months ago

    Rochester, United States The Sherwin-Williams Company Full time

    This is position is essential to the success of our retail stores. Customer Service Specialists work closely with wholesale and retail customers to determine their needs, answer their questions about Sherwin-Williams products, and recommend the right solutions. Customer Service Specialists are also expected to promptly resolve any customer concerns and...

  • Retail Customer Service Specialist

    3 weeks ago

    Rochester, United States The Sherwin-Williams Company Full time

    This position is essential to the success of our retail stores. Customer Service Specialists work closely with wholesale and retail customers to determine their needs, answer their questions about Sherwin-Williams products, and recommend the right solutions. Customer Service Specialists are also expected to promptly resolve any customer concerns and ensure...

  • Retail Customer Service Specialist

    4 weeks ago

    Rochester, United States The Sherwin-Williams Company Full time

    This position is essential to the success of our retail stores. Customer Service Specialists work closely with wholesale and retail customers to determine their needs, answer their questions about Sherwin-Williams products, and recommend the right solutions. Customer Service Specialists are also expected to promptly resolve any customer concerns and ensure...

  • Customer Service Coordinator

    3 weeks ago

    Rochester, New York, United States Service Experts Full time

    Job SummaryThe Customer Service Coordinator is responsible for coordinating the daily scheduling and dispatching of field technicians to job sites. This role serves as the primary point of contact between customers and field staff, ensuring efficient communication and timely service while prioritizing jobs based on urgency and availability.Key...

  • Customer Service Specialist 1

    3 months ago

    Rochester, United States Ortho Clinical Diagnostics Full time

    The Opportunity QuidelOrtho unites the strengths of Quidel Corporation and Ortho Clinical Diagnostics, creating a world-leading in vitro diagnostics company with award-winning expertise in immunoassay and molecular testing, clinical chemistry and transfusion medicine. We are more than 6,000 strong and do business in over 130 countries, providing answers with...

  • Customer Service Ambassador

    3 weeks ago

    Rochester, New York, United States Regional Transit Service Full time

    Job SummaryWe are seeking a highly skilled and customer-focused Customer Service Ambassador to join our team at Regional Transit Service. As a key member of our Customer Service Team, you will play a vital role in delivering exceptional service to our customers, ensuring their needs are met, and exceeding their expectations.Key ResponsibilitiesProvide...

  • Customer Service Representative

    12 hours ago

    Rochester, New York, United States Kelly Full time

    Job Title: Customer Service SpecialistKelly is seeking a highly skilled and customer-focused Customer Service Specialist to join our team. As a Customer Service Specialist, you will be responsible for providing exceptional customer service to our clients, resolving customer inquiries, and ensuring customer satisfaction.Key Responsibilities:Respond to...

  • Customer Service Representative

    2 weeks ago

    Rochester, Indiana, United States Elwood Staffing Full time

    Customer Service Specialist OpportunityWe are seeking a skilled Customer Service Specialist to join our team at Elwood Staffing. As a key member of our team, you will play a vital role in assisting the Energy Assistance Program with determining applicant benefits.Key Responsibilities:Provide exceptional customer service to applicants and stakeholdersAssist...

  • Customer Service Representative

    3 weeks ago

    Rochester, New Hampshire, United States Service Credit Union Full time

    About the Role:We are seeking a highly skilled and customer-focused Customer Service Representative to join our team at Service Credit Union. As a key member of our team, you will be responsible for providing exceptional service to our members, processing transactions, and building strong relationships with our customers.Key Responsibilities:Process...

  • Customer Service Specialist

    3 months ago

    Rochester, United States Next Insurance Full time

    Job DescriptionJob DescriptionLocation: Rochester, NY (hybrid)NEXT's mission is to help entrepreneurs thrive. We're doing that by building the only technology-led, full-stack provider of small business insurance in the industry, taking on the entire value chain and transforming the customer experience. Simply put, wherever you find small businesses,...

  • Customer Service and Food Preparation Specialist

    3 weeks ago

    Rochester, New York, United States Irondequoit Location Full time

    Become Part of Our Esteemed TeamAt Irondequoit Location, we pride ourselves on offering flexible work schedules, employee discounts, educational assistance, and engaging recognition programs. Our organization is celebrated nationally as a premier workplace, dedicated to fostering exceptional career opportunities and a supportive work environment.What Our...

  • Customer Service Representative

    2 weeks ago

    Rochester, New York, United States Kelly Services, Inc. Full time

    We are seeking a Customer Service Specialist to work at a premier client in a leading optical company. This is a direct hire opportunity, working onsite. What does a typical day look like as a Customer Service Specialist? You will be:Maintaining a positive customer experienceProviding exceptional service to customersWorking in a fast-paced retail...

  • Customer Service Liaison

    2 days ago

    Rochester, New York, United States TalentBridge Full time

    Customer Care Support SpecialistTalentBridge is seeking a highly skilled Customer Care Support Specialist to join our team. As a key member of our service delivery team, you will be responsible for managing client communications, dispatching technicians, and providing exceptional customer service.Key Responsibilities:Serve as the primary point of contact for...

  • Bilingual Customer Service Specialist

    4 weeks ago

    Rochester, United States Sherwin-Williams Full time

    Customer Service Specialists work closely with wholesale and retail customers to determine their needs, answer their questions about Sherwin-Williams products, and recommend the right solutions. Store associates Customer Service Specialists are also expected to promptly resolve any customer concerns and ensure maximum client satisfaction as well as stay...

  • Customer Service Representative

    3 days ago

    Rochester, New York, United States TalentBridge Full time

    Customer Care Support SpecialistTalentBridge is seeking a highly skilled Customer Care Support Specialist to join our team. As a key member of our service delivery team, you will be responsible for managing client communications, dispatching technicians, and providing exceptional customer service.Key Responsibilities:Serve as the primary point of contact for...

  • Customer Service Coordinator

    2 weeks ago

    Rochester, New York, United States TalentBridge Full time

    TalentBridge is seeking a skilled Dispatcher - Customer Care Support SpecialistWe're looking for a detail-oriented and customer-focused individual to join our team as a Dispatcher - Customer Care Support Specialist. As a key member of our service operations team, you'll play a vital role in ensuring seamless service delivery by managing client communications...

  • Customer Service Coordinator

    2 weeks ago

    Rochester, New York, United States TalentBridge Full time

    TalentBridge: Dispatcher - Customer Care Support SpecialistWe are seeking a highly skilled and organized individual to join our team as a Dispatcher - Customer Care Support Specialist. As a key member of our service operations team, you will play a pivotal role in ensuring smooth service operations by managing client communications and dispatching...

  • Customer Specialist

    3 weeks ago

    Rochester, United States KnitWell Group Full time

    Sales and Service:Uses company resources to reinforce the brand experience and facilitate/build strong, enduring relationships. Shares and represents current products, fit and fashion trends with customers to appropriately wardrobe, inspire and build Customer Specialist, Customer Experience, Specialist, Operations, Customer Engagement, Retail