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.