Valeant Pharmaceuticals

International Customer Service Specialist

US-MO-St Louis
Job ID
9549
Pos. Category
Customer Service
Pos. Type
Full Time

Overview

  • Complete responsibility for large volume Affiliate and/or distributor accounts within a specified area or region involving order entry, preparation of export/shipping documents, letter of credit, customer inquiries, product availability and pricing and resolution of customer problems. 
  • Coordination of capital equipment orders and related inquiries from customers. 
  • Provide guidance to less experienced members of the department in understanding products, processes and procedures.

Responsibilities

  • Enter and edit orders for all products and equipment manufactured and/or sold by Bausch + Lomb from International subsidiaries and distributors. Ensure automated orders process into the system accurately and on time.  Acknowledge orders and confirm backorder information to customers, as required. 
  • Prepare and review for accuracy all pertinent Export documents, including, but not limited to: Commercial Invoice, Shippers Letter of Instruction, Certificate of Origin, Legalized Documents (through Chamber of Commerce), Legalized Invoices (through Consulates), Labels, Certificate of Analysis, and any other specific forms required by individual countries. 
  • Coordinate shipping of orders from all Surgical distribution points (Lynchburg, St. Louis, Manchester, MO, Clearwater, FL and/or Chaska, MN) to Bausch + Lomb subsidiaries and/or distributors. This includes communicating details of orders with the shipping site, as well as contacting various freight forwarders to arrange pick-ups, or utilizing the company’s small parcel provider’s on-site system to set up shipments.  Ultimately ensure timely shipments based on each customer’s requirements. 
  • Serve as a department liaison between Bausch + Lomb subsidiaries and/or distributors and Product Management, Procurement and other areas. Respond promptly to customer (internal and external) inquiries, including product availability, pricing, delivery status, product returns, literature requests and shipper proof-of-deliveries. 
  • Keep current on all Export requirements of the United States, as well as Import requirements for each country of responsibility. 
  • Establish and maintain all export shipment files’, including creating shipment records in the company’s preferred Export database and uploading the shipment files to the record created for auditing by Compliance
  • Serve as the back-up for a specified team member. 
  • Responsible for the review of routed information, including product updates/new products, new procedures, as well as keeping files updated with current information (Desk Reference Manual). In addition, attend available training classes on products, International trade and/or commerce (e.g. Exports, Imports, Transportation, etc.) and personal development. 
  • (As applicable): Attend one or two annual trade shows, providing sales support and product delivery for the Storz Instrument area.  Process credit and re-bill requests from team members or supervisor, and within the established Corporate and department guidelines.  Assist with training of new employees.  Manual allocation of products with supply constraints.

Qualifications

Required Education:  High School Diploma or GED required.

 

Preferred Education:  Some college preferable.

 

Preferred Skills/Qualifications:

  • Excellent telephone techniques and written communication skills. 
  • Spanish may be required in some positions depending on countries assigned. 
  • Must be able to understand and empathize with a diverse customer base representing various cultures and customers. 
  • Ability to work under pressure, maintaining a friendly, courteous attitude at all times. 
  • The ability to adapt to change. 
  • Good math and typing skills, and a good knowledge of computers. 
  • Ability to interact with others, always maintaining a positive attitude and professional manners.
  • Familiarity with Bausch + Lomb product lines.

Required Training:  Export Documentation and Shipping training required.

 

Required Experience:  Minimum three years of Customer Service experience.

 

Preferred Experience: Two years of International Customer Service at Bausch + Lomb.

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