Back Office Lead

Bausch Health
Hagerstown, MD
Sep 26, 2021
Sep 28, 2021
Accountant, IT
Full Time
Manager, Customer Service (5948)**Career Opportunities: Manager, Customer Service (5948)**Requisition ID **5948** - Posted - **US Product Support & Service** - **Surgical** - **US - St. Louis (Tree Court)** - City (392)Bausch Health Companies Inc. (NYSE/TSX: BHC) is a global company that develops, manufactures and markets a range of pharmaceutical, medical device and over-the-counter products, primarily in the therapeutic areas of eye health, gastroenterology and dermatology. We are delivering on our commitments as we build an innovative company dedicated to advancing global health. Each day, Bausch Health products are used by over 150 million people around the world.Our approximately 21,000 employees are united around our mission of improving peoples lives with our health care products, and we manufacture and market health care products directly or indirectly in approximately 100 countries.The purpose of this position is to provide leadership and management for Surgical Customer Operations department to ensure excellence in customer service and support for our customers. This position includes responsibility for understanding internal and external customer needs to foster strong customer relationships and loyalty, translating these needs into business practices, and providing direction to the Customer Operations team for implementing and managing these practices.Responsibilities:+ Provides direction and leadership for the Customer Operations function within Bausch + Lomb Surgical, including professional and career enhancing skills, determination of departmental goals, assignment of responsibilities and activities, establishment of employee performance expectations and measurement of performance outcomes.+ Responsible for departmental staffing activities such as recruiting, hiring and separation of employees. Collaborate with direct management and Human Resources function.+ Manage a team responsible for multiple aspects of Customer Support Operations, including set up and ongoing maintenance of customer account information, field consignment inventory of intraocular lenses and all associated processes, intake and recording of product complaints, facilitation of product returns, and direct customer support activities.+ Resolve customer issues and ensure that root causes are addressed by recommending corrective measures, such as process improvements and/or policy change. Ensure all customer interactions meet standard operating procedures. Follow all appropriate ethical, financial, quality, and regulatory standards.+ Follow all appropriate ethical, financial, quality, and regulatory standards.Qualifications:+ Bachelors Degree in related field strongly preferred (or) Candidates with at least 10 years experience in Customer Service, Customer Operations management, or management in a directly related field may be considered in lieu of degree+ Proven leadership skills+ Successful track record in a comparable role+ Ability to analyze and resolve complex problems and overcome obstacles+ Excellent organizational skills+ Ability to mentor, coach and promote growth of employees+ Ability to effectively delegate+ Self-Starter with strong customer service business acumen+ Excellent oral and written communication skills+ Working knowledge of Quality systems (preferably medical device industry)+ Working knowledge of computer and basic Microsoft Office suite Outlook, Word, Excel+ Working knowledge of SAP, PeopleSoft, or operating systems. Knowledge of multiple preferred.+ Healthcare industry experience is preferred.+ Ophthalmic surgical industry experience is highly preferred.**This position may be available in the following location(s): US - St. Louis (Tree Court)**All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.Job Applicants should be aware of job offer scams perpetrated through the use of the Internet and social media platforms..Bausch Health is an EEO/AA employer M/F/D/V.