Senior Customer Relations Specialist - Bridgewater, NJ - Hybrid (Bridgewater, NJ, US) na Bausch Health

Join our global diversified pharmaceutical company enriching lives through our relentless drive to deliver better health outcomes to our patients. 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.

As a Sr. Customer Relations Specialist, you will expertly support day-to-day orders through the Order to Cash process, ensuring orders are delivered on time.

In this role, you will also be instrumental in championing efforts like sample EDI, IDOC, and inventory reconciliation with our third-party logistics partners. Collaborating with various business partners across the organization, you will help achieve the company’s sales and revenue goals, measured through insightful customer scorecards. Your performance will showcase the highest level of operational effectiveness, ensuring that we consistently deliver exceptional customer service. 

Responsibilities:

• Oversight of EDI IDOCs (monitoring and resolution)
• Manage escalations from junior specialist to correspondence between stakeholders and cross-functional teams
• Daily review of team open order monitoring
• Identify inventory discrepancies and follow up with internal stakeholders, 3PL, or Global Information Technology teams to get timely and accurate resolution. Track and trend inventory reconciliation issues
• Service to Bausch Health National Trade Directors, wholesale/retail customers, sales force, government, hospitals, and institutions
• Collaborate cross-functionally with Trade Operations, Supply Chain, Finance, Quality, Regulatory Affairs, and Commercial teams to ensure alignment and issue resolution
• Serve as the senior point of contact for escalated issues from trade customers (e.g., wholesalers, distributors, pharmacy chains, hospitals)

• Analyze and troubleshoot complex customer service cases involving controlled substances, temperature-sensitive products, and regulatory documentation
• Monitor service level metrics and proactively identify areas for process improvement
• Support and train junior team members on SOPs, systems, and best practices
• Participate in audits, inspections, and quality reviews by providing accurate documentation and process knowledge

• Generate standard/ad Hoc reports for tracking, monitoring, and analyzing data
• Prepare and distribute key reports like, product availability, open order report, inventory
• Manage temperature excursions escalations
• Support customer inquiries related to shipping, pricing discrepancies, and product returns, issues with urgency

Consignment Order Management Support:

• Analyzes order management trends for assigned consignment accounts and provides recommendations for efficiencies and other improvements to improve the customer experience and company results
• Work closely with Walgreens to manage inventory levels at distribution and store levels
• Monitor inventory level of the products based on the information provided by the customers / Walgreens before releasing the orders
• Track shipments to ensure all approved orders were released and shipped promptly

Drive Continuous Improvement:

• Develop Key Performance Indicators (KPIs) to ensure orders are processed and delivered according to customer needs
• Identify and initiate process improvements where applicable for superior customer service

Qualifications:

• High School Diploma, required
• Bachelor’s degree in business or finance. In lieu of a degree, a minimum of 3 years of customer service-related experience, preferably in Pharmaceutical or Healthcare related industry
• Proficient in key software applications, including Microsoft Office, as well as ERP, SAP preferred
• Knowledge of current Good Manufacturing Practices (GMP), Food and Drug Administration (FDA), and regulatory pharmaceutical marketing and manufacturing principles, practices, and their application is preferred
• Ability to work effectively both independently and in a team, with the ability to interact with all levels of personnel, customers, and vendors in alignment with Bausch Health’s business processes
• Lead and facilitate meetings
• Analytical and problem-solving skills, including the ability to conduct root cause analysis
• Strategic thinking about customer experience and revenue, with decision-making authority within scope of responsibility
• Strong multitasking and prioritization abilities, with effective time management and organizational skills, with a high level of accuracy

• Experience working with 3PL providers and large pharmaceutical distributors (e.g., McKesson, Cencora, Cardinal Health), preferred
• Involvement in system implementation or process automation projects, preferred
• Working knowledge of commercial contracts and chargebacks, preferred

#LI-Hybrid

The range of starting base pay for this role is $22.48 to $30.91 per hour. Actual starting pay will be based on a wide range of factors including, but not limited to, relevant skills, experience, qualifications and location. In addition to base pay, this position is eligible for participation in either (i) our annual bonus program or (ii) a sales incentive plan. 

Benefits package includes comprehensive Medical (includes Prescription Drug), Dental, Vision, Flexible Spending Accounts, 401(k) with matching company contribution, 3-weeks paid time off plus paid sick time, tuition reimbursement, parental leave, short- and long-term disability, life insurance, accidental death & dismemberment insurance, 12 paid holidays (including floating holidays), employee referral bonuses and employee discounts.

We are an Equal Opportunity Employer. EOE Disability/Veteran. We are committed to building diverse teams, representative of the patients and communities we serve, and we strive to create an inclusive workplace that cultivates collaboration.