Job Details
**Customer Service Associate**
**Location:** US-NJ-Bridgewater, New Jersey, US JOB TITLE
Customer Service Specialist
BUSINESS UNIT
Customer Service
LOCATION
Various
JOB SUMMARY
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 Healths direct trading partners. . 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 Speicialist is focused on enhancing the customer experience for all Bausch Health 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 Health products and policies and interact routinely with Bausch Health distribution center to support accurate, timely, and cost-effective shipment of customer orders and sample shipments.
RESPONSIBILITIES
**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, customers 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
REQUIRED EDUCATION / EXPERIENCE
Some college experience
OR minimum of 4 years of customer service experience managing mid tiered accounts and order management.
REQUIRED KNOWLEDGE, SKILLS OR ABILITIES:
* Understanding of full customer service operations and order to cash process
* Excellent verbal and written communication skills
* Proficiency with Microsoft office: Outlook, Word, Excel and PowerPoint
* Data entry and analysis skills
* Must demonstrate strong ability to identify, 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
* Must have eagerness and capacity to learn
* Values and desires to contribute dedicated teamwork
* Dependable and consistent attendance
PREFERRED EDUCATION / EXPERIENCE
Associate or Bachelors degree in related field