Valeant Pharmaceuticals

  • Customer Relations Associate I

    Location US-NY-Rochester
    Job ID
    10599
    Category
    Customer Service
    Pos. Type
    Full Time
  • Overview

    This position is responsible for providing customers with prompt, courteous, efficient, high quality service in the areas of order fulfillment and problem resolution needs during first point of contact to ensure a positive customer experience.

    Responsibilities

    • Handles incoming calls by processing orders and providing problem resolution.
    • Processes orders accurately and efficiently.
    • Responds to incoming customer inquiries related to shipping, product returns, order tracking, inventory status, invoice copies, credit card payments and procedural information.
    • Effectively tracks shipments for Bausch + Lomb approved carriers.
    • Utilizes sound judgment in making critical decisions; transfers calls when necessary to ensure complete resolution. Effectively utilizes knowledge of current policies and procedures within the CRC.
    • Effectively uses technology to respond to customers; Avaya telephone system functionality, SharePoint documents/information, logging cases into SalesForce (selecting correct categories and documenting clear/concise reasons and descriptions.
    • Demonstrates professional communication skills by presenting business policies, procedures and product information in a logical, concise, clear manner.

    Supports team concepts and objectives; participates on projects and supports new initiatives-acts as a troubleshooter to identify continuous improvement and process changes.

     

    SCOPE OF POSITION:

    Supports U.S. Vision Care 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, regional and mass retail customers: interaction with external sales team and various departments within the company.

     

    Qualifications

    Very strong verbal communication skills and telephone personality; written and organizational 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; has an interest and takes responsibility to build current skill set and gain knowledge.

     

    Previous customer service experience preferred.

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