Valeant Pharmaceuticals

  • Customer Relations Associate III

    Job Location US-NY-Rochester
    Job ID
    10047
    Pos. Category
    Customer Service
    Pos. Type
    Full Time
  • Overview

    This position is responsible for effective resolution of consumer inquiries and complaints and for the receipt, documentation, classification, and processing of product complaints within regulatory guidelines, for North America.

    Responsibilities

    • Receive inbound activity through phone, mail, Internet or other electronic channels and respond accurately, promptly and efficiently. Respond to consumer inquiries/complaints by composing written documentation and choosing the appropriate letter; achieve department metrics and standards.
    • Demonstrate a high level of entry and accuracy while processing product inquiry or complaint information.
    • Enter consumer information and document the nature of the call into the designated complaint management system. Classify product complaint according to the Standard Operating Procedures (SOP) in a highly accurate and timely manner.
    • Provide support and technical expertise in the handling of problem resolution, special consumer requests, and technical inquiries. Resolve promotional offer inquiries and complaints by explaining promotional offers, coordinating information with Marketing and maintaining current information.
    • Demonstrate comprehensive knowledge of company products, policies, procedures and regulatory guidelines, appropriate business procedures and customer service skills and sound judgment in making critical decisions; support product introductions, changes and discontinuations.
    • Actively troubleshoot for Bausch.com, Facebook, Twitter, and other Social sites regarding our products, promotions, and coupons.

    Actively seek information from product managers and third party vendors about our products.

     

    SCOPE OF POSITION:

    Products: Bausch +Lomb Vision Care, Nutritionals and Pharmaceuticals, all Valeant, and Salix.

     Includes Canada Bausch + Lomb products.

     

    KEY RELATIONSHIPS:

    Quality, Regulatory, Marketing.

    Qualifications

    • Excellent communication skills (verbal, phone and written); including high level of proficiency in letter composition.
    • Proficient and knowledgeable in Social Media; familiar with mainstream social channels (Facebook, Twitter, Web Chat).
    • High level of proficiency managing multiple systems.
    • Strong organizational skills.
    • Ability to handle multiple tasks and use good judgment during pressure situations in a fast-paced environment.
    • Demonstrates a high level of aptitude managing multiple computer applications.
    • Collaborates effectively in a small team environment and can work independently when needed.

    Acts with urgency to bring resolution to consumer questions/concerns; holds himself/herself accountable for individual performance and overall contribution to the team.

     

    Minimum of one year Customer Service experience; degree preferred. 

    Experience with the following computer applications: Avaya, SharePoint, Salesforce.com, Microsoft Excel, and Web.

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