Location: Rochester,NY, USA
**Location:** US-NY-Rochester, New York, US * Manage, support and serve as the main customer service contact for assigned region, associated sales representatives and their customers in handling questions or problems received via phone, email, mail or fax
* Closely manage processing of orders received via multiple channels, including phone, email and fax, within PeopleSoft Order Management System from order receipt through distribution and delivery.
* Learn, apply and communicate intensive technical and product information
* Interact and communicate effectively with customers, sales representatives, product managers, account managers, and other Bausch Health departments to accomplish established objectives
* Gather and analyze billing and inventory related data to resolve associated issues
* Resolve customer issues using billing, inventory and other relevant data sources, and ensure that root causes are rectified by recommending corrective measures, such as policy changes
* Demonstrate a sense of urgency and commitment to maintaining high-level of customer satisfaction
* Manage stress and emotional levels for customer and internal team in difficult situations. Calmly handle customer escalations within established guidelines
* Proactively identify areas of opportunity and present them to team leadership
* Ensure service during disruptions (weather, employee vacation/sick leave or otherwise) and other company closing including some holidays and holiday shutdown
* Act as Subject Matter Expert who knows current job well enough to coach and/or train as needed
* Understand, model and enforce all company policies
* Assure all transactions are in compliance with terms, policies, and approval levels and customer adjustments meet standard operating procedures as well as financial, ethical, FDA, and ISO standards
* Exercises sound judgment and discretion in routine decision to ensure accuracy and satisfaction
* Works with all departments to resolve disputes or issues
* Accurately documents all account interactions and adjustments for internal and external audits
* Completes and documents follow-up informational calls, emails and/or case updates to customers, account manager and sales representatives within service level requirements
* Reads, analyzes and interprets common scientific or technical information, financial reports and legal documents
* Utilizes reports to monitor, track, and ensure completion of work
* Meet minimum acceptable metrics for schedule adherence, call handling, order entry and status, and others as determined by management
* Demonstrate excellent organizational skills along with the ability to handle multiple tasks
* Understanding of full customer service operations
* Excellent verbal and written communication skills
* Must demonstrate strong ability to identify, analyze and solve problems
* Must demonstrate ability to manage multiple projects and heavy work volume within time constraints
* Must be self-motivated and approach tasks with a positive, proactive attitude
* Ability to work independently and plan extensively to meet goals
* Ability to maintain accuracy, consistency and quality in fast-paced environment
* Values and desires to contribute dedicated teamwork
* Data entry, analysis, and forecasting skills
* Proficient in Microsoft Office: Outlook, Word, Excel, and PowerPoint
* Experience with PeopleSoft order management system
* Dependable and consistent attendance
* Medical, Dental, Eye Health, Disability and Life Insurance begins on your hire date
* 401K Plan with company match and ongoing company contribution
* Paid time off vacation (3 weeks - prorated upon hire), floating holidays and sick time
* Employee Stock Purchase Plan with company match
* Employee Incentive Bonus
* Tuition Reimbursement (select degrees)
* Ongoing performance feedback and annual compensation review.