Bausch Health

  • Customer Relations Associate III

    Job Location US-CA-Irvine
    Job ID
    11239
    Pos. Category
    Operations
    Pos. Type
    Full Time
  • Overview

    The Bausch + Lomb Surgical Customer Advocate is responsible for providing superior customer satisfaction by acting as the main point of contact and responding to customer or sales representative inquiries for products in the Surgical Division.  The Customer Advocate will be focused on enhancing the customer experience for B+L customers.  This will be achieved through consistent follow up, communication, high attention to detail, developing process improvement initiatives, influencing change, and by using a professional demeanor.  In addition, the responsibilities include processing orders and quotes, solving problems, and providing product information and solutions to our customers.

    Responsibilities

    • Serve as main point of contact for the customer in handling a question or problem and keep the customer updated with timely and frequent updates as to the progress of resolving the issue
    • Initiate contact with customers to try to prevent problems before they happen
    • Manage, support, and service the account-related needs of an assigned set of strategic customers
    • Respond to a high volume of telephone inquiries from customers about product availability, costs, and related information
    • Process and enter customer orders, faxes and quotes using PeopleSoft system
    • Possess complete knowledge of the organization's policies, products and/or services
    • Interact and communicate effectively with customers, sales representatives, product managers and other B+L departments to accomplish objectives established by the business and business leadership
    • Appropriately document all customer complaints and return requests following the company complaint handling and returns policies
    • Gather and analyze billing-related data and resolve invoice discrepancies
    • Address both external and internal customer concerns and ensure resolution of issues in a timely manner, with follow-up when appropriate
    • Address customer issues and ensure root causes are resolved by recommending corrective measure, such as policy change; ensure all customer adjustments meet standard operating procedures and that every document is collectible; follow all appropriate financial, ethical, FDA and ISO standards
    • Possess strong attention to detail and ability to multi-task
    • Demonstrate a sense of urgency and commitment to maintaining a high level of customer satisfaction
    • Must be able to learn, apply, and communicate intensive technical and product information; build teamwork by mentoring colleagues
    • Must be able to manage stress and emotional levels for both the customer and representative in difficult situations; calmly handle customer escalations within established guidelines
    • Able to prioritize and rearrange priorities as necessary during high peak volume and pressure periods
    • Support all business aspects in accordance with GAAP, ISO, SOX and FDA standards and requirements
    • Continually identify ways to improve and streamline processes related to customer satisfaction
    • Perform all other duties as assigned

    Scope of position:

    • Support key accounts
    • Support assigned regions (sales reps)
    • Support Customer Service incoming calls
    • Team of 10

    Key relationships:

    • Customer base
    • Commercial teams
    • Sales organizations
    • Contracts team
    • Pricing team
    • Consignment team
    • Returns team
    • MDs/ODs

    Qualifications

     

    • High School diploma required - AA/Bachelor's degree preferred
    • Proficient in Word, Excel and Outlook
    • Minimum 5 years Customer Service experience in a strong technical environment
    • Demonstrate excellent organizational skills along with the ability to handle multiple tasks
    • Great communication skills required
    • Fosters dedication to teamwork
    • Must be dependable and consistent on attendance

    Experience:

    • Minimum 5 years Customer Service experience in a strong technical environment

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