Bausch Health

  • Customer Relations Associate II - Canada

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

    Work schedule:  Monday - Friday; 9:30 am - 6:00 pm


    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.


    • 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,, and Sharepoint, to respond to customers quickly and accurately
      • Utilizes 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

    Key Relationships:

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


    • 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
    • Has an interest and takes responsibility to build current skill sets and gain knowledge
    • Previous customer service experience preferred

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