Hybrid Customer Experience & Order Fulfillment Specialist

Bausch+Lomb; Bridgewater (MA); Hybrid; USD 80,231,000 - 89,544,000; Full time

Job summary

Bausch + Lomb in Bridgewater, NJ is seeking a Customer Service Specialist to manage orders and provide exceptional support across the order-to-cash process. You will collaborate with Sales, Distribution, and Accounts Receivable to resolve issues and ensure timely fulfillment.

You will handle inquiries via phone, email, and internal systems, document interactions, and maintain accurate order status while leveraging AI-enabled tools to boost productivity and customer satisfaction.

Qualifications

• High school diploma or equivalent plus 4+ years of customer service, account management, or order management experience.
• Strong customer service, problem-solving, and conflict-resolution skills.
• Excellent verbal and written communication with cross-functional teams.
• Strong organizational skills and ability to manage multiple priorities in a fast-paced environment.
• Ability to learn and maintain knowledge of products, systems, and procedures.
• Experience with ERP systems, preferably PeopleSoft, and MS Office applications.

Responsibilities

• Serve as the primary contact for assigned direct trading partners.
• Build and maintain strong customer relationships with responsive service.
• Respond to inquiries via telephone, email, Genesys, and other channels.
• Enter and manage orders in ERP systems and communicate order status.
• Monitor open orders and provide status updates and availability concerns.

Skills

Customer service

Problem-solving

Conflict resolution

Communication

Attention to detail

Education

High school diploma or equivalent

Associate's or Bachelor's degree preferred

Tools

Microsoft Office (Outlook, Excel, Word, Teams)

PeopleSoft ERP

AI productivity tools (Copilot)

Job description

Bausch + Lomb in Bridgewater, NJ is seeking a Customer Service Specialist to manage orders and provide exceptional support across the order-to-cash process. You will collaborate with Sales, Distribution, and Accounts Receivable to resolve issues and ensure timely fulfillment.

You will handle inquiries via phone, email, and internal systems, document interactions, and maintain accurate order status while leveraging AI-enabled tools to boost productivity and customer satisfaction.