Valeant Pharmaceuticals

Customer Relations Associate III

Job Location US-CA-Irvine
Job ID
9966
Pos. Category
Commercial Operations
Pos. Type
Full Time

Overview

The Bausch + Lomb Surgical Customer Advocate is responsible for providing superior customer satisfaction by acting as the main point of contact and responding to customer or sales representative inquiries for products in the Surgical Division. The Customer Advocate is focused on enhancing the customer experience for B+L customers. This is achieved through consistent follow‐up, communication, high attention to detail, process development for improvement initiatives, by influencing change and using a professional demeanor. In addition, the responsibilities include processing orders, quotes, solving problems, and providing product information and solutions to our customers.

Responsibilities

  • Serve as the main contact for the customer in handling a question or problem and keeping the customer updated with timely and frequent updates regarding the progress of the resolution.
  • Initiate contact with customers to try to prevent problems before they occur.
  • Manage, support, and serve the account‐related needs of an assigned set of strategic customers.
  • Respond to a high volume of telephone inquiries from customers about product availability, costs and related information.
  • Process and enter customer orders, faxes and quotes using PeopleSoft system.
  • Possess complete knowledge of the organization’s policies, products and/or services.
  • 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.
  • Appropriately document all customer complaints and return requests following the company complaint handling and returns policies.
  • Gather and analyze billing‐related data and resolve invoice discrepancies.
  • Address both external and internal customer concerns and ensure the resolution of issues in a timely manner, with follow‐up when appropriate.
  • Resolve customer issues and ensure that root causes are rectified by recommending corrective measures, such as policy change. Ensure all customer adjustments meet standard operating procedures and that every document is collectible. Follow all appropriate financial, ethical, FDA and ISO standards.
  • Maintain strong attention to detail and ability to multi‐task.
  • Demonstrate a sense of urgency and commitment to maintaining high level of customer satisfaction.
  • Learn, apply, and communicate intensive technical and product information.
  • Manage stress and emotional levels for both the customer and the representative in difficult situations. Calmly handle customer escalations within established guidelines.
  • Prioritize and rearrange priorities as necessary during high peak volume and pressure periods.
  • Support all business aspects in accordance with GAAP, ISO, SOX and FDA standards and requirements.
  • Continually identify ways to improve and streamline processes related to customer satisfaction.
  • Perform all other duties as assigned.

Qualifications

  • High School diploma required ‐ AA/Bachelor’s degree preferred
  • Proficient in Word, Excel, and Outlook
  • Minimum 5 years Customer Service experience in a strong technical environment
  • Demonstrate excellent organizational skills along with the ability to handle multiple tasks
  • Great communication skills required
  • Values and desires to contribute to dedicated teamwork
  • Must be dependable and consistent on attendance 

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