Customer Service Specialist

Bausch + Lomb•US-NJ-Bridgewater, NJ

3d•Hybrid

About The Position

As a Customer Service Specialist, you will serve as a trusted business partner to customers and internal stakeholders, managing customer accounts and order fulfillment activities throughout the order-to-cash process while ensuring an exceptional customer experience. Working cross-functionally with Sales, Distribution, Supply Chain, Accounts Receivable, Claims, and other internal teams, you will help drive efficient order fulfillment, resolve customer issues, and deliver outstanding customer support. Success in this role requires strong relationship-building skills, attention to detail, sound judgment, and the ability to manage multiple priorities in a fast-paced environment. You will play a critical role in supporting customers, ensuring operational excellence, and contributing to business success through exceptional service and effective problem solving.

Requirements

High school diploma or equivalent plus 4+ years of customer service, customer account management, or order management experience; OR some college coursework with relevant customer service and order management experience.
Strong customer service, problem-solving, and conflict-resolution skills.
Excellent verbal and written communication skills with the ability to interact professionally with customers and cross-functional teams.
Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
High attention to detail and commitment to accuracy.
Ability to work independently while contributing to a collaborative team environment.
Strong analytical and problem-solving capabilities.
Understanding of order-to-cash processes, customer account management, and supply chain interactions.
Proficiency in Microsoft Office applications, including Outlook, Excel, Word, and Teams.
Experience utilizing Microsoft Copilot or similar AI-powered productivity tools to support communication, documentation, analysis, and operational efficiency.
Experience working with ERP systems, preferably PeopleSoft.
Ability to learn and maintain knowledge of Bausch + Lomb products, systems, policies, and procedures.
Demonstrated adaptability and commitment to continuous improvement.
Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Nice To Haves

Associate's or Bachelor's degree in Business, Supply Chain, Communications, or a related field.
Experience supporting direct trading partners, distributors, or B2B customers.
Experience working in customer service, customer operations, order management, supply chain support, or a related environment.
Experience supporting complex customer accounts within a regulated industry.

Responsibilities

Serve as the primary point of contact for assigned small to mid-sized direct trading partners.
Build and maintain strong customer relationships through responsive, professional, and solution-oriented service.
Respond to customer inquiries and requests received through telephone, email, Genesys, and other communication channels in a timely manner.
Provide customers with information regarding products, pricing, availability, order status, and company policies.
Receive customer orders through multiple channels, including email, eCommerce, EDI, and customer portals.
Enter and manage orders within PeopleSoft while meeting established service level expectations.
Communicate order acknowledgements and confirmations, maintaining ownership of customer orders through completion.
Manage order changes, updates, and follow-up activities throughout the order lifecycle.
Monitor open orders and proactively communicate order status updates, supply constraints, and product availability concerns to customers.
Process and manage Free of Charge (FOC) orders in accordance with company policies and procedures.
Investigate, manage, and resolve customer inquiries and requests, including product and shipment-related concerns.
Identify root causes and collaborate with Claims, Sales, Distribution, Accounts Receivable, and other cross-functional partners to ensure timely and accurate resolution.
Support resolution of billing discrepancies, pricing issues, shortages, damages, overages, mispicks, deductions, and other order-related concerns.
Work closely with Accounts Receivable to address deduction management and past-due invoicing issues that could impact order fulfillment.
Leverage approved AI-enabled tools to improve productivity, streamline routine tasks, enhance communication quality, and support efficient customer service operations.
Support product launch activities, including order collection, shipping coordination, and invoicing readiness.
Maintain continuity of service during business disruptions, staffing shortages, holidays, company shutdowns, and other business needs as required.
Accurately document customer interactions, account activity, and transactional updates.
Ensure transactions comply with company policies, pricing guidelines, approval requirements, and audit standards.
Exercise sound judgment and professionalism in resolving customer issues while maintaining a high level of accuracy and customer satisfaction.
Monitor operational metrics, including service levels, schedule adherence, call handling performance, and order processing effectiveness.
Identify opportunities to improve processes, enhance efficiency, and elevate the customer experience.
Collaborate across departments to resolve issues and support continuous improvement initiatives.