Bausch + Lomb Corporation, (NYSE/TSX: BLCO), is solely 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.

The company is one of the best-known and most respected healthcare brands in the world, offering the widest and finest range of eye health products including contact lenses and lens care products, pharmaceuticals, intraocular lenses, and other eye surgery products.

Our highest priority is the well-being of the people we serve. By listening to our customers and patients, by constantly honing our innovation edge, by executing with integrity and excellence, we strive to earn the trust of our partners and stakeholders.

Over the last 167 years, Bausch + Lomb has become a global hallmark for innovation and quality. Our talented and motivated colleagues work relentlessly to invent new materials, engineer new technologies, and ultimately bring new innovations to help people see better to live better.

Role: Customer Service Specialist - Nordics (Surgical)

Reporting to: Customer Service Team Leader

Permanent role

Role Overview:
Provide customer service excellence to both external and internal customers

Helps drive Customer Engagement through strong relationships throughout the organisation

Promote good working relationships with colleagues by supporting and sharing information

To proactively co-ordinate all aspects of the supply chain to deliver optimum performance and ensure we meet stated and agreed service levels and/or terms and conditions of supply

Key Activities/Responsibilities:
Build and manage relationships with customer base and develop in depth knowledge of customers in order to drive business growth

Proactive customer management, dealing with all queries quickly, accurately and professionally at all customer contact points, ensuring the customer is kept up to date at all times and that long-term solutions are developed and implemented

Proactive order management including timely response, accurate processing and monitoring

Work closely with field-based sales staff ensuring customer needs are satisfied

Taking ownership of every customer enquiry through to completion resolving issues quickly and efficiently in a courteous manner

Capture, report, escalate and ensure timely response and resolution to all product and service complaints, in line with global policies

Familiarization and working in line with standard operating procedures, good distribution practise, pharmacovigilance team and MHRA requirements

Working independently and as part of a team on assigned projects to ensure that CS operates accurately and efficiently

Challenge the status quo, promoting LEAN thinking and recognizing opportunities for growth for both self and organisation

Share knowledge with colleagues and provide support with training as and when required

Promote ‘One team’ spirit by demonstrating strong teamwork and supporting your colleagues

Carry out back office tasks including billing, customer account maintenance

Compliance with internal SOP’s and GDP procedures

Ad hoc projects

Reporting and data analysis

All tasks should be undertaken in line with the following:
Knowing and understanding customers’ needs

Being aware of what the competitors are doing and proactively feed the findings back to the management

Building strong internal and external relationships by working positively and collaboratively with all the stakeholders

Key Relationships

Building and maintaining relationships with both internal and external customers

Working closely with Sales Team

Working closely with Logistic team

Qualifications/Training

Experience of working in a fast-paced customer service environment

Experience

Essential:
Advanced Microsoft Office skills

Advanced reporting skills

Experience of Digital Transformation

Proficient in English and Swedish language – additional Nordiclanguage would be an advantage

Demonstrating an open minded and positive approach by actively supporting company strategy

Maintaining a positive attitude towards change

Taking ownership and demonstrating quick learning and accommodating skills when facing issues in calm and confident manner

Being fast, curious and open

Acting in the best interest of the organisation

Desired but not essential:
Knowledge of Salesforce, Peoplesoft and Power BI

Bausch & Lomb is committed to equal employment opportunity and complies with equal employment opportunity laws in effect wherever it operates.

We are an equal opportunity employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. Accommodations for job applicants with disabilities are available on reques.

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