Customer Service Specialist I Remote
Job description
Bausch + Lomb Corporation, (NYSE/TSX: BLCO), is solely 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.
The company is one of the best-known and most respected healthcare brands in the world, offering the widest and finest range of eye health products including contact lenses and lens care products, pharmaceuticals, intraocular lenses, and other eye surgery products.
Our highest priority is the well-being of the people we serve. By listening to our customers and patients, by constantly honing our innovation edge, by executing with integrity and excellence, we strive to earn the trust of our partners and stakeholders.
Over the last 167 years, Bausch + Lomb has become a global hallmark for innovation and quality. Our talented and motivated colleagues work relentlessly to invent new materials, engineer new technologies, and ultimately bring new innovations to help people see better to live better.
Objectives/Purpose of the Job:
Support the Bausch + Lomb UKI business by providing World Class Customer Service Excellence.
To proactively co-ordinate all aspects of the supply chain to deliver optimum performance and ensure we meet stated and agreed service levels and/or terms and conditions of supply and demonstrate easy to do business with behaviour.
Key Activities/Responsibilities:
Build and manage relationships with customer base and develop in depth knowledge of customers in order to drive business growth
Proactive customer management, dealing with all queries quickly, accurately and professionally at all customer contact points, ensuring the customer is kept up to date at all times and that long-term solutions are developed and implemented
Work closely with field-based sales staff, logistics, IT and finance department to resolve issues efficiently
Proactive order management including timely response, accurate processing and monitoring
Capture, report, escalate and ensure timely response and resolution to all product and service complaints, in line with global policies
Taking ownership of every customer enquiry through to completion resolving issues quickly and efficiently in a courteous manner
Ensure all customers are fully informed of product portfolio, promotional activity and appropriate service offering.
Familiarization and working in line with standard operating procedures, good distribution practise, pharmacovigilance team and MHRA requirements
Working independently and as part of a team on assigned projects to ensure that CS operates accurately, efficiently with emphasis on OPC
Challenge the status quo, promoting LEAN thinking and recognizing opportunities for growth for both self and organisation
Share knowledge with colleagues and provide support with training as and when required
Promote ‘One team’ spirit by demonstrating strong teamwork and supporting your colleagues
Carry out back office tasks such as but not limited to- Pricing, Billing ,Customer Accounts Process, Proactive Management of Backorders etc.
Compliance with internal SOP’s and GDP procedures
Coordination of outsourced provider
Internal systems Management of B+L direct platform (Home deliveries)
Audit Support
Customer Visits
Ad hoc projects
New Product Set up and testing
System changes-testing and validation
Webshop set up and enhancements to customer Ecommerce websites
Operational Marketing and Commercial support
Reporting and data analysis
Lead on process improvements
Drive new systems roll outs
Taking on team leading responsibility during the manager’s absence
Attend offsite meetings/training on occasions.
All tasks should be undertaken in line with the following:
Knowing and understanding customers’ needs
Being aware of what the competitors are doing and proactively feed the findings back to the management
Building strong internal and external relationships by working positively and collaboratively with all the stakeholders.
Additionally the person in this role is appropriately trained in GDP /Guidelines of 5th November 2013 Good Distribution Practice of Medicinal Products for Human Use (2013/C 343/01) and is delegated by RP to perform GDP related tasks including but not limited to the following, in accordance to agreed GDP task schedule and relevant approved and trained Standard Operating Procedures:
New Customer Qualification and Periodic Review
Management of GDP orders and Complaints
WDA Checks for New and Monthly/periodic review of Existing Customers
MHRA published List of Suspended, Revoked and Terminated WDA(H) checks.
Management of returns, facilitation of returned products destruction and obtaining destruction certification from service provider.
Recall Activity involvement/support – from perspective of product SKU tracking, returns reconciliation and destruction.
This duties delegated by responsible person, to appropriately trained team member who is fulfilling this role within Customer Services group or other Bausch Functional Group.
This Responsible person retains regulatory responsibilities and will have oversite of delegated activities. Approval of completed activities will be performed by the RP nominated in the WDA.
SCOPE OF POSITION
Looking after customers in assigned zone and support customers of other teams
KEY RELATIONSHIPS
Building and maintaining relationships with customers, with special focus on designated customer accounts
Working closely with Sales Team
Working closely with Logistic team
Working closely with Marketing team
Working closely with Finance team
Working closely with IT and Process Excellence team
Working closely with Outsourced Partners
QUALIFICATIONS/TRAINING
High level of CS/Operations and Project Management qualification are an advantage
EXPERIENCE
Essential:
Advanced Microsoft Office skills
Demonstrable written communication with high level key stake holders
Advanced reporting skills
Demonstrating an open minded and positive approach by actively supporting company strategy
Maintaining a positive attitude towards change
Taking ownership and demonstrating quick learning and accommodating skills when facing issues in calm and confident manner
Being fast, curious and open
Acting in the best interest of the organisation
Desired but not essential:
Knowledge of CRM systems, QlikView and Power BI
Bausch & Lomb is committed to equal employment opportunity and complies with equal employment opportunity laws in effect wherever it operates.
We are an equal opportunity employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. Accommodations for job applicants with disabilities are available on reques.
