Customer Service Specialist - Bilingual

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.

Purpose:

This role is responsible for delivering a superior customer experience as the primary point of contact for Bausch + Lomb Surgical internal and external customers, while supporting the Customer Service Manager with daily operations. The Customer Service Specialist will act as a customer advocate while building strong relationships through execution, proactive and consistent communication, attention to detail in order processing and issue resolution, and contributing to process improvement initiatives. This role also provides floor support through monitoring, training and coaching as needed. Additionally, it is designed to support professional growth and serves as a pathway to future leadership opportunities within the Customer Service team.

Key Responsibilities:

Manage all order processing via email, fax, and SAP with excellent accuracy and agility

Ensure orders are processed promptly and consistently by cut-off.

Support the training of new Customer Service team members and ensure employees have appropriate training materials and resources to perform their job functions

Assess and update training and reference documents to reflect current processes as needed and requested by management

Use appropriate judgment in upward communication regarding department or employee concerns

Serve as a Subject Matter Expert by demonstrating strong business acumen with execution, customer focus, problem-solving abilities, and operational knowledge to effectively support the sales team and customers.

Support the manager with meeting material and agendas Customer Relationship

Order Management and Sales Support (80%)

Act as a primary customer contact to handle complex inquiries and provide timely updates- Proactively engage customers to resolve issues

Deliver professional support to internal and external customers

Monitor open orders to ensure timely processing and shipping

Communicate effectively with stakeholders to meet business objectives

Document all customer interactions and complaints accurately

Analyze billing, order, and inventory data to resolve issues

Resolve issues and analyze root causes; recommend improvements

Maintain a strong customer focus and sense of urgency

Learn and communicate product knowledge effectively

Identify improvement opportunities and escalate as needed

Act as team contact in the manager’s absence

Complete ad hoc tasks as required

Take on increasingly complex tasks to support development

Compliance (10%)

Understand and follow company policies

Ensure all transactions meet terms, policies, and approval limits

Collaborate across teams to resolve issues effectively

Document all account interactions and adjustments for audits

Complete and track follow-ups within service level expectations

Interpret operational, financial, and contract documents

Create and use reports to track and complete work

Training and coaching (10 %)

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

Encourage and build a strong teamwork culture

Lead by example with a positive and professional demeanor

Qualifications and Other Requirements:

A Degree or a Diploma from a reputable school

A minimum of 5 years’ customer service experience in a strong technical environment

French/English bilingualism is required

Must demonstrate the ability to manage complex and heavy work volume within time constraints

Must demonstrate a strong commitment to collaborative teamwork while consistently bringing an above-and-beyond attitude.

Solid experience with SAP order management system

Champion of change management and align with the manager’s goals and objectives

Excellent understanding of the customer service operations

Excellent verbal and written communication skills

Strong ability to identify, analyze, and solve problems

Self-motivated and consistently approach tasks with a positive, proactive attitude

Proficiency in MS Office: Outlook, Word, Excel, and PowerPoint

Data analysis skills preferred

Knowledge of Salesforce is preferred

Knowledge of the Ophthalmology business in a Sales support environment preferred

For Canada locations that require disclosure of compensation, the starting pay for this role is between $68,000.00 and $78,000.00. The estimated salary range reflects an anticipated range for this position. The actual base salary offered may depend on a variety of factors

The masculine is used in this publication without prejudice for the sake of conciseness.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 request.

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