Senior Customer Service Associate (Hybrid ~ Bridgewater, NJ)

Join a team! We are a global diversified pharmaceutical company enriching lives through our relentless drive to deliver better health outcomes. We develop, manufacture and market a range of products, primarily in gastroenterology, hepatology, neurology, dermatology, medical aesthetic devices, international pharmaceuticals. Our 7,000 employees share a common goal and values, propelling us to provide essential care to millions of people globally. We seek dedicated individuals who share our sense of urgency, unity, and excellence.

We are looking for a trustworthy and respectful individual who consistently does the right thing. Someone who is imaginative and proactive, with a keen eye for what is possible. A perceptive and adaptive person who is action oriented. We need a disciplined, focused, and accountable team member. If you embody these values, come join our company and help us shape the future.

We are all in it together to make a difference. Be a part of a culture that doesn't just wait for change but actively creates it—where your skills and values drive our collective progress and impact.

Description:            The Sr. Customer Service Representative provides front line coordination of order processing within established guidelines, procedures, and policies.  The position is required to collaborate with peers, department management, and other key employees and departments in order to carry out routine business activities and initiatives.  The position requires ability to perform detailed research, evaluation and analysis.    

Responsibilities and Duties:  The following is meant to be representative but not necessarily all inclusive of the duties and responsibilities for this position title.  Duties will be assigned progressively based on employee’s previous experience, strengths, and department needs. 

Responsibilities:

• Interact with customers positively and professionally at all times for all customer service activities through calls, emails and fax.

• Create and process case, RMA, credit/rebill, product transfers, and database clean up.

• Sales Order processing and follow up for Capital and Consumable orders.
• Review of required documents for Capital Sales requiring coordination with legal and accounting departments for approval including PA and EUA.
• Perform purchase order review for standard and complicated hospital and VA type orders.
• Review and process Customer Master inquiries.

• Process Service Agreement orders.
• Review and complete New Vendor and Vendor set up forms for Customer Accounts.
• Process government invoices.
• Manage the demo inventory tracking and reporting for assigned regions.
• Fulfill demo system requests from Sales Representatives, including field movement logistic support.
• Assist with documenting the department processes and procedures.

• Coordinate with department management to ensure department metrics, goals and objectives are met.

Standard Working Hours: 

• Standard working hours are Monday through Friday, with a 5-day work schedule.  3 days a week in the office with the hours of 9:00am to 6:00pm and 2 days, working remotely 8:00am to 5:00pm. Friday will be a remote day, and another day of the week will be remote.  The second remote day will be assigned by manager a month in advance. 

Experience, Education, Training, Traits:

• High School Diploma is required.
• Prefer bachelor’s degree or Equivalent work experience.
• Minimum of two years of experience in Customer Service environment.
• Uses knowledge of complex CS concepts, practices, and applies company policies and procedures to daily work for resolution of issues.
• Performs work where analysis and experience are drawn upon to arrive at logical conclusions. 
• Regularly exercises independent judgment and a degree of creativity and latitude when addressing routine responsibilities.
• Skilled in conflict resolution.  Able to handle more complicated or important accounts and/or difficult calls.  Handles escalation issues as necessary.
• Requires strong skills in the following areas – written and verbal communications (voice, grammar, and articulation), listening, computer and keyboarding, organizational, interpersonal, multi-tasking, conflict management, and telephone etiquette.
• The position requires intermediate and advanced utilization all internal applications (Peoplesoft, Salesforce.com, and MS Office) in a quick, effective, and organized fashion.

• Flexibility and ability to quickly adapt to changes resulting from a dynamic and growing business environment.
• Ability to learn new systems and processes quickly and smoothly integrate them into day-to-day responsibilities.
• Demonstrated ability to draw upon experience and limited information in order to come to logical conclusions and sound judgments.
• Ability to quickly grasp and embrace new business and transactional processes and procedures with the ability to integrate them into day-to-day responsibilities.
• Knowledge of order entry and ACD call routing systems.
• Fluent in French a plus, but not required.

Language and Verbal Skills

• Individual must have excellent written and verbal skills and a demonstrated ability to communicate clearly and professionally.

#LI-Hybrid

Benefits package includes a Comprehensive Medical (includes Prescription Drug), Dental, Vision, Health Savings Account with company contribution, Flexible Spending Accounts, 401(k) matching, 3-weeks paid time off plus 6 days paid sick time (unless a state or city-specific policy applies) to start (pro-rated for new hires), tuition reimbursement, parental leave, short-term disability, long-term disability, life insurance, accidental death & dismemberment insurance, 12 paid holidays (including floating holidays), Employee Assistance Plan, commuter benefit, recognition awards, voluntary benefits (including Identity Theft, Student Loan and Breast Milk Shipping), employee referral bonuses and employee discounts.

This position may be available in the following location(s): Bridgewater, NJ.

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, national origin, disability, military and/or veteran status, or any other Federal or State legally protected classes.

If a candidate needs a reasonable accommodation/adjustment due to physical or mental health impairment for any part of the application process, they are encouraged to send their request to humanresources@bauschhealth.com  or call 908-927-1400 and let us know the nature of the request and their contact information. Please be sure to include the job requisition number. 

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