Customer Service Advocate

4 weeks ago

Rochester, United States Bausch & Lomb Full time

**Location:** US-NY-Rochester, New York, US * Manage, support and serve as the main customer service contact for assigned region, associated sales representatives and their customers in handling questions or problems received via phone, email, mail or fax

* Closely manage processing of orders received via multiple channels, including phone, email and fax, within PeopleSoft Order Management System from order receipt through distribution and delivery.

* Learn, apply and communicate intensive technical and product information

* Interact and communicate effectively with customers, sales representatives, product managers, account managers, and other Bausch Health departments to accomplish established objectives

* Gather and analyze billing and inventory related data to resolve associated issues

* Resolve customer issues using billing, inventory and other relevant data sources, and ensure that root causes are rectified by recommending corrective measures, such as policy changes

* Demonstrate a sense of urgency and commitment to maintaining high-level of customer satisfaction

* Manage stress and emotional levels for customer and internal team in difficult situations. Calmly handle customer escalations within established guidelines

* Proactively identify areas of opportunity and present them to team leadership

* Ensure service during disruptions (weather, employee vacation/sick leave or otherwise) and other company closing including some holidays and holiday shutdown

* Act as Subject Matter Expert who knows current job well enough to coach and/or train as needed

* Understand, model and enforce all company policies

* Assure all transactions are in compliance with terms, policies, and approval levels and customer adjustments meet standard operating procedures as well as financial, ethical, FDA, and ISO standards

* 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

* Completes and documents follow-up informational calls, emails and/or case updates to customers, account manager and sales representatives within service level requirements

* Reads, analyzes and interprets common scientific or technical information, financial reports and legal documents

* 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

* Demonstrate excellent organizational skills along with the ability to handle multiple tasks

* Understanding of full customer service operations

* Excellent verbal and written communication skills

* Must demonstrate strong ability to identify, analyze and solve problems

* Must demonstrate ability to manage multiple projects and heavy work volume within time constraints

* Must be self-motivated and approach tasks with a positive, proactive attitude

* Ability to work independently and plan extensively to meet goals

* Ability to maintain accuracy, consistency and quality in fast-paced environment

* Values and desires to contribute dedicated teamwork

* Data entry, analysis, and forecasting skills

* Proficient in Microsoft Office: Outlook, Word, Excel, and PowerPoint

* Experience with PeopleSoft order management system

* Dependable and consistent attendance

* 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.

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