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 (https://hcm2preview.sapsf.eu/bauschhealT4/Bausch_job_posting_statement.docx) .

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.