Job Details
**Customer Service Associate I**
**Location:** US-NY-Rochester, New York, US **Job Title:** Customer Service Associate III
**Job Summary:** This role is responsible for supporting sales and distribution activities by providing superior customer service. The position will serve as a first point of contact for internal and external inquiries pertaining to Bausch Healths small to medium sized direct trading partners. The Customer Service Associate will process daily orders for the business unit, manage incoming customer service phone calls, respond to customer information requests, and resolve standard customer and order issues. The Customer Service Associate is focused on enhancing the customer experience for all Bausch Health Customers through consistent follow-up, communication, high attention to detail, and professional demeanor.
**Responsibilities:**
**Order Management**
* Manage order processing via email, fax, telephone and electronic system with accuracy and speed for small to medium sized direct trading partners
* Monitor open order report to ensure orders have cleared through to physical distribution and resolve issues as required
* Respond to and resolve standard customer inquiries and requests received via telephone, email, mail and fax in a timely and efficient manner, including:
+ Product information and availability
+ Ordering, order status, cancellation and tracking information
+ Billing and invoice requests
* Responsible for escalating inquiries and issues and logging all customer communication in customer relationship management tool
* Ensure service during disruptions (weather, employee vacation/sick leave or otherwise) and other company closing including some holidays and holiday shutdown
**Compliance**
* Understand and follow all company policies
* Assure all transactions are in compliance with policies
* Work with team members to resolve inquiries or issues
* Meet minimum acceptable metrics for schedule adherence, call handling, order entry and status, and others as determined by management
Required Education: High school diploma
Experience: 0 - 1 year customer service experience
Preferred experience: 2 years customer service and order entry experience
**Qualifications:**
* Basic understanding of customer service operations
* Good communication skills
* Values and desires to contribute dedicated teamwork
* Data entry skills
* Basic accounting and Excel skills
* Dependable and consistent attendance
* Must have eagerness and capacity to learn
* Values and desires to contribute dedicated teamwork
* Must be self-motivated and approach tasks with a positive, proactive attitude
**We offer competitive salary & excellent benefits including:**
* 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.