Job Details

**Customer Service Associate III**

**Location:** US-MO-Saint Louis, Missouri, US * Communicate with customers (medical facility staff), product vendors, customer service, and sales representatives regarding current Bausch + Lomb products, including custom procedure packs, single-use knives and instruments.

* Administer the custom pack quote process between customers, representatives and the vendor and manage the product line to address inventory, production and component issues.

* Fulfill complete quoting request process from start to finish from reps or customers including:

+ Receive quote requests from reps or customers and Cross-reference products to B+L

+ Submit quote request to vendor

+ Format quote for reps/customers with special pricing on B+L items.

* Liaison for quality complaints on custom packs with B+L Customer Service, B+L Global Device Complaint Management (GDCM) and vendor

* Order replacement product or replacement components for quality complaints. Orders placed within B+L or with vendor.

* Receive component substitution notification from vendor, send information to customer by email or letter.

* Monitor and respond to questions and requests about inventory and forecasting from internal teams, including Sales Reps, and external requests from customers and vendor.

* Review daily backorder reports for individual packs and packs within procedural bundles. Proactively resolve issues by sending out replacement packs and communicating next product due date and any revision pack availability.

* Procedural bundles: coordinate addition or replacement packs in procedural bundles with Contracts department, supplying info and addressing any inventory concerns.

* Respond to product questions from customers/reps and internal B+L contacts, utilizing Medline contacts, online Medline tools and general research.

* Manage the implementation and maintain the new custom pack quoting app

* Address and resolve issues with E&O packs, new packs not purchased in a timely manner, packs over/under forecast and expiring packs when contacted by vendor

* Assist in invoice reconciliation when data is needed

* Alert B+L procurement to potential contract violations from vendor

* Run component and custom pack analysis and create monthly reporting

**Required Education:** High School diploma required; AA/Bachelors degree preferred. * Intermediate proficiency with Microsoft Excel, Word and PowerPoint, Adobe PDF

* Working knowledge of PeopleSoft, ERPLX preferred

* Proven ability to learn

* Prior Order Management experience a plus

* Strong organizational and communication skills.

* Ability to update and format Excel

* Ability to retrieve and organize information

* Utilize resources to obtain and deliver prompt response to clients

* Excellent customer service manner

* At least five years experience in a professional healthcare and/or business environment.

* Direct working experience in an operating room setting and familiarization with surgical packs and components highly preferred.

* Proven experience with researching and resolving complex issues.

* Proven experience working within SAP, PeopleSoft or SalesForce.com operating systems preferred.

* Medical, Dental, Eye Health, Disability and Life Insurance begins on your hire date

* 401K Plan with company match and ongoing company contribution

* Paid time off vacation (3 weeks - prorated upon hire), floating holidays and sick time

* Employee Stock Purchase Plan with company match

* Employee Incentive Bonus

* Tuition Reimbursement (select degrees)

* Ongoing performance feedback and annual compensation review.