Bausch Health

  • Manager Customer Service (Surgical Advocates)

    Location US-NY-Rochester
    Job ID
    12686
    Category
    Customer Service
    Pos. Type
    Full Time
  • Overview

    Create Customer loyalty by defining the customer base; understanding customer requirements, expectations and needs; providing value for the customer and seeking feedback from the customer. Manage the Customer relationship by delivering on customer commitments; ensuring exceptional customer experience; recovering from mistakes; removing barriers; building a network of relationships; measuring performance and managing all aspects of service and communication to achieve these identified results.

     

    Responsibilities

    • Manage the Customer Advocate Team functions and personnel and other projects as identified to ensure that all personnel understand their responsibilities, departmental goals and are achieving these goals to the best of their abilities.
    • Work with Field Sales, Customer Operations, Contracts and Pricing, Marketing, Quality, Regulatory, Distribution and all other departments at B+L, as well as outside vendors, to identify, model, communicate and/or represent service initiatives that will improve the experience for all Bausch + Lomb customers.
    • Represent approved initiatives to the Customer Advocate Team furthering product or communication to the customers.
    • Stay abreast of Customer Service / Advocte developments and make recommendations accordingly to Bausch + Lomb Surgical Management Team and the global Surgical functions.
    • Maintain and represent excellent product and business knowledge to assist customers and improve the customer care center in choosing appropriate products, product availability and product management to our customers.
    • Interact and communicate effectively with customers, sales representatives, product managers and other B+L departments to accomplish objectives established by the business and business leadership.
    • Gather, analyze and represent related data with thought on improving any business initiative: Customer Business Models, Customer Feedback, etc.
    • Interact and correspond with external and internal customers to research and resolve complex issues related to customer business models that may not be covered in current initiatives.
    • Resolve customer issues and ensure that root causes are rectified by recommending corrective measures, such as policy change.
    • Ensure that all customer interactions meet standard operating procedures and practices.
    • Follow all appropriate financial, ethical, FDA and ISO Standards.
    • Provide leadership, coordination and direction, utilizing such Leadership factors as the ability to influence others, build a talent pool, coach and develop employees, engage and inspire, and foster collaboration.
    • Must be able to learn, apply, and communicate intensive technical and product information.
    • Must be able to manage stress and emotional levels for the employees, customers and sales representative in difficult situations.
    • Support all business aspects in accordance with GAAP, ISO, SOX and FDA standards and requirements.
    • Identify opportunities for continuous process improvement.
    • Study and understand our competition.
    • Perform all other duties as assigned.

    Qualifications

    ·         Bachelor’s degree with a minimum of 3 years customer service supervisory experience required.

    ·         Minimum 5 years Customer Service / account management experience with a strong technical focus.

    ·         Requires knowledge of all customer service areas, orders and invoicing.

    ·         Complete understanding of customer service operations.  Knowledge of ERP systems, PeopleSoft helpful but not required. 

    ·         Data Entry skills.  Basic accounting and Excel skills required.

    ·         Great communication skills and have managerial experience and be able to interact with all depths within the corporation on a professional level.  An absolute must to always conduct themselves in a professional manner.

    ·         Demonstrate excellent organizational skills along with the ability to manage multiple tasks and personnel issues.

     

    Key Relationships

    ·         Customer Base

    ·         Commercial Teams

    ·         Sales Organization

    ·         Customer Advocate /Service Team

    ·         Contracts Team

    ·         Pricing Team

    ·         Consignment Team

    ·         Returns Team

    ·         MDs/ODs

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