Customer Service Specialist - Bilingual
About The Position
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.
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
Nice To Haves
- Data analysis skills preferred
- Knowledge of Salesforce is preferred
- Knowledge of the Ophthalmology business in a Sales support environment preferred
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
- 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
- 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
- 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
Benefits
- Accommodations for job applicants with disabilities are available on request.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
