**Location:** US-NY-Rochester, New York, US **Job Summary:** This role is responsible for supporting sales and distribution activities by providing superior customer service. The position will serve as a first point of contact for internal and external inquiries pertaining to Bausch Healths small to medium sized direct trading partners. The Customer Service Associate will process daily orders for the business unit, manage incoming customer service phone calls, respond to customer information requests, and resolve standard customer and order issues. The Customer Service Associate is focused on enhancing the customer experience for all Bausch Health Customers through consistent follow-up, communication, high attention to detail, and professional demeanor.

**Responsibilities:**

**Order Management**

* Manage order processing via email, fax, telephone and electronic system with accuracy and speed for small to medium sized direct trading partners

* Monitor open order report to ensure orders have cleared through to physical distribution and resolve issues as required

* Respond to and resolve standard customer inquiries and requests received via telephone, email, mail and fax in a timely and efficient manner, including:

Product information and availability

Ordering, order status, cancellation and tracking information

Billing and invoice requests

* Responsible for escalating inquiries and issues and logging all customer communication in customer relationship management tool

* Ensure service during disruptions (weather, employee vacation/sick leave or otherwise) and other company closing including some holidays and holiday shutdown

**Compliance**

* Understand and follow all company policies

* Assure all transactions are in compliance with policies

* Work with team members to resolve inquiries or issues

* Meet minimum acceptable metrics for schedule adherence, call handling, order entry and status, and others as determined by management

Required Education: High school diploma

Experience: 0 - 1 year customer service experience

Preferred experience: 2 years customer service and order entry experience

**Qualifications:**

* Basic understanding of customer service operations

* Good communication skills

* Values and desires to contribute dedicated teamwork

* Data entry skills

* Basic accounting and Excel skills

* Dependable and consistent attendance

* Must have eagerness and capacity to learn

* Values and desires to contribute dedicated teamwork

* Must be self-motivated and approach tasks with a positive, proactive attitude