Trade Customer Support Analyst

Bausch + Lomb (NYSE/TSX: BLCO) is a leading global eye health company dedicated to protecting and enhancing the gift of sight for millions of people around the world—from the moment of birth through every phase of life. Our mission is simple, yet powerful: helping you see better, to live better.

Our comprehensive portfolio of over 400 products is fully integrated and built to serve our customers across the full spectrum of their eye health needs throughout their lives. Our iconic brand is built on the deep trust and loyalty of our customers established over our nearly 170-year history. We have a significant global research, development, manufacturing and commercial footprint of approximately 12,500 employees and a presence in approximately 100 countries, extending our reach to billions of potential customers across the globe. We have long been associated with many of the most significant advances in eye health, and we believe we are well positioned to continue leading the advancement of eye health in the future.

The Trade Customer Support Analyst is responsible for supporting trade sales and distribution activities for major wholesale and retail accounts, by providing superior customer satisfaction. This position will serve as the primary point of contact for internal and external inquiries pertaining to our direct trading partners.

This position will manage and process daily orders for Branded and Generic pharmaceutical products, monitor incoming EDI orders, and will oversee order management as outlined in the duties and responsibilities.

The Trade Customer Support Analyst will focus on enhancing the customer experience for all trade partners and customers of Bausch and Lomb Americas, Inc. This is achieved through consistent followup, communication, high attention to detail, and a highly professional demeanor.

Responsibilities

Customer and Order Management

Primary point of contact for an assigned group of major wholesale and direct trading partners including, but not limited to, multi-channel contact center coverage during standard business hours.

Ensure optimum customer support to maintain and increase effective working relationships with trading partners.

Analyze incoming orders to identify any issues and take the appropriate action to release orders in a timely and concise manner.

Responsible for ensuring the accurate and timely processing of all customer purchase orders and making sure that all orders have cleared through to physical distribution.

Processing and releasing Patient Assistance orders, Bausch and Lomb Investigator Initiated Study orders, Consignment orders, Contract Manufacturing orders and Donation orders.

Perform complex PeopleSoft/SAP transactions to ensure timely processing of orders to meet company goals and customer expectations.

Ensure accurate and timely processing of all orders. Monitors open order report to ensure that all orders have cleared through to physical distribution.

Ensure service during disruptions (weather or otherwise) and other company closures including some holidays and holiday shutdown.

Ad hoc project work as lead or participant, as instructed.

Compliance

Understand, model, and enforce all company policies.

Assure that all transactions are in compliance with terms, policies and approval levels.

Exercise sound judgment and discretion in routine decisions to ensure accuracy and satisfaction.

Work with other departments to ensure resolution of disputes or inquiries.

Accurately document all account interactions and adjustments for internal and external audits.

Complete follow-up informational calls, emails and/or case updates to customers and sales representatives within service level requirements.

Account Analysis

Work with Trade Operations Manager and Generics National Account Mangers to review customer performance as it relates to distribution.

Work closely with the Trade Operations Manager and Customer Service Team Lead to communicate stock level issues at wholesaler’s forwarding distribution and depot locations.

Ensure all customer inquiries or requests i.e., call tags, PO information and tracking requests by customers are completed in a timely and efficient manner.

Process all claims: any damages, shortages or overages claim forms for Bausch and Lomb wholesale customers. This includes verifying claims with our 3 rd party shipper for substantiation of said claim by customer.

Work closely with AR on deduction management for accounts and participates in regular meetings with AR and account.

Work closely with AR and physical distribution to handle any order, delivery, or credit discrepancies/issues. Track and trend technical returns and provide recommendations to management.

Responsible for escalating all product quality complaints and adverse event reports associated with Bausch and Lomb marketed drug products to the proper departments.

Support Customer Care inquiries.

Meet minimum acceptable metrics for calls handled, orders entered, order status, hold time, and other metrics as determined by management.

Qualifications

Associate’s degree in Business, Finance or Accounting preferred

4 years customer service experience in a strong technical environment

Knowledge of PeopleSoft or SAP a plus

Understanding of full customer service operations

Demonstrate proficiency in all aspects of Order Management and Customer relationship Management

Experience managing regional wholesale accounts for Trade branded and generic pharmaceuticals

Strong verbal and written communication skills

Proficiency with Microsoft office: Outlook, Word, Excel and PowerPoint

Proficiency with data entry and analysis

Must demonstrate 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

Must have eagerness and capacity to learn

Values and desires to contribute dedicated teamwork

Dependable and consistent attendance.

Note: This role is eligible for our hybrid work schedule allowing for up to 2 days/week of telecommuting from home and 3 days/week in our Bridgewater, NJ corporate office.

This position may be available in the following location(s): [[location_obj]]

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Job Applicants should be aware of job offer scams perpetrated through the use of the Internet and social media platforms.

Our Benefit Programs: https://www.bausch.com/careers/benefits/

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.