Trade Customer Support Analyst

Date: Nov 16, 2022

Location: US-NJ-Bridgewater, New Jersey, US

Company: Bausch Health

Bausch Health Canada is the international head office of Bausch Health Companies, one of the fastest growing international pharmaceutical companies dedicated to bringing quality health and wellness products to all Canadians. 
Our team manufactures and markets a wide variety of pharmaceutical and health products that are distributed in pharmacies, healthcare practices and hospitals across the country.
At Bausch Health, we invest in our employees and we believe in the importance of cultivating performance and outdoing ourselves in finding new and better solutions with the aim of responding innovatively and effectively to current needs.

 

The Trade Customer Support Analyst is responsible for supporting trade sales and distribution activities by providing superior customer satisfaction for regional wholesale and small retail accounts. This position will process daily orders for Branded and Generic Rx products; order monitoring and order management as outlined in the duties and responsibilities. The Trade Customer Support Analyst is focused on enhancing the customer experience for all Bausch Health 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.

 

Customer and Order Management

  • Primary point of contact for an assigned group of regional wholesale and retail partners.
  • Assures optimum customer support to maintain and increase effective working relationships with trading partners.
  • Analyzes incoming orders that are held up in staging to identify issues and take appropriate action to release orders.
  • Support email box to assure complete, accurate and timely response to internal and external customers.
  • Ensure timely processing of orders to meet company goals and customer expectations.
  • Process employee orders.
  • Utilize CRM ( salesforce.com) to document all customer channel communications.
  • Monitors open order report to ensure that assigned account’s orders have cleared through to physical distribution.
  • Ensure service during disruptions (weather or otherwise) and other company closing including some holidays and holiday shutdown.
  • Partner with Bausch Health Sales Representatives and our customers to provide support in accordance with Bausch Health Customer Operations service levels, to complete phone, email, and fax order transactions accurately within specifications.
  • Ad hoc project work as lead or participant, as instructed.

 

Account Analysis

  • Ensures all customer inquiries or requests i.e., call tags, PO information and tracking requests by customers are completed in a timely and efficient manner.
  • Initiate all claims: any damages, shortages or overages claim forms for Bausch Health assigned customers.  This includes verifying claims with our 3rd party shipper for substantiation of said claim by customer.
  • Work closely with AR on deduction management for accounts and participates in regular meetings with AR and account.
  • Works closely with A/R and physical distribution to handle any order, delivery or credit discrepancies/issues.
  • Meet minimum acceptable metrics for calls handled, orders entered, order status, hold time, and other metrics as determined by management.

 

 

The masculine is used in this publication without prejudice for the sake of conciseness.
Bausch Health is committed to equal employment opportunity and complies with equal employment opportunity laws in effect wherever it operates.