Customer Relations Associate III

Bausch & Lomb Rochester , NY 14618

Posted 1 week ago

Overview

This position is responsible for responding, in both English and French languages, to incoming Canadian activity to the CRC for both Vision Care and Pharma; and, provides customers with prompt, efficient service that supports the goals/objectives of the Customer Resource Center.

Responsibilities

  • Handles incoming phone/fax/email activity by processing orders and providing problem resolution

  • Utilizes sound judgment in making critical decisions (i.e. pricing, credits)

  • Effectively uses technology and software, including Call Center Express, Salesforce.com, and Sharepoint, to respond to customers quickly and accurately

  • Utilizes Salesforce.com to capture customer comments/concerns and view trend reports

  • Possesses and effectively utilizes knowledge of current policies and procedures within the CRC; organizes and references all relevant communications

  • Proactively identifies continuous improvement opportunities and process changes

  • Supports team concepts and objectives, including those initiated by Sales/Marketing colleagues

  • Effectively communicates with partners in distribution, shipping, sales, and marketing to enhance the customer experience

  • Coordinates acceptable arrival dates, lead times, and carrier routings between accounts and distribution.

  • Resolves service issues that include late shipments, financial service requests, price discrepancies, open deductions, shipment status and billing inquiries

  • Specialized responsibilities, as assigned

  • Supports Vision Care and Pharma Sales Teams

  • Handles EDI orders and service resolution for large retail and distributor accounts

  • Inbound, Service, EDI Training, Consumer Affairs

  • Initiates outbound customer calls to support business projects and plans

  • Supports Canada Bausch + Lomb Vision Care and Pharmaceutical customers

  • Must represent company in a professional manner during 100+ daily customer

  • Interactions: key member of Customer Resource Center team

  • Key Relationships:

  • External customers including eye care professionals, retail accounts and distributors: interaction with external sales team and various departments within the company

Qualifications

  • Has an interest and takes responsibility to build current skill sets and gain knowledge

  • Very strong verbal communication skills and telephone personality

  • Bilingual; fluent in English & French languages (written and verbal)

  • High School Diploma, Associate's Degree preferred

  • Written & organization skills

  • PC literate, keyboarding skills

  • Able to multitask and work in a fast paced environment

  • Quick learner,self-motivated and has the ability to project a positive attitude

Be Aware of Recruiting Fraud

Job Applicants should be aware of job offer scams perpetrated through the use of the Internet and social media platforms.

#KBL


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