Customer Service Team Lead

Bausch + Lomb (NYSE/TSX: BLCO) is a leading global eye health company dedicated to protecting and enhancing the gift of sight for millions of people around the world—from the moment of birth through every phase of life. Our mission is simple, yet powerful: helping you see better, to live better.

Our comprehensive portfolio of over 400 products is fully integrated and built to serve our customers across the full spectrum of their eye health needs throughout their lives. Our iconic brand is built on the deep trust and loyalty of our customers established over our 170-year history. We have a significant global research, development, manufacturing and commercial footprint of approximately 13,000 employees and a presence in approximately 100 countries, extending our reach to billions of potential customers across the globe. We have long been associated with many of the most significant advances in eye health, and we believe we are well positioned to continue leading the advancement of eye health in the future.

OBJECTIVES/ PURPOSE OF JOB

The incumbent is responsible for providing high-quality customer service by responding promptly to inquiries, resolving issues efficiently, and ensuring customer satisfaction in accordance with company standards and procedures.

KEY ACTIVITIES/ RESPONSIBILITIES

•    Handle customer orders received via phone, email, WhatsApp, or the sales team.
•    Ensure accurate order entry into the system to enable timely delivery.
•    Serve as the first point of contact for customer inquiries and handle complaints professionally; escalate to relevant departments when necessary.
•    Coordinate and work closely with the sales team on customer-related routine operations.
•    Liaise with the warehouse and customers regarding order rejections and returns.
•    Manage stock replenishment through billing to fulfil distributor purchase orders.
•    Log and manage customer complaints in the complaint system; monitor closure to ensure timely resolution.
•    Ensure compliance with Company Standard Operating Procedures (SOPs) and participate in Good Distribution Practice for Medical Devices (GDPMD).
•    Perform other ad-hoc tasks assigned.

EXPERIENCE

•    Higher Diploma or Bachelor’s Degree in Business Administration, Marketing, Economics, or a related field.
•    Proficient in Microsoft Office (Excel, Word, PowerPoint).
•    Fluent in spoken and written English, Bahasa Malaysia, and Chinese.

•    Minimum 6 years of experience, including team leadership or supervisory responsibilities.
•    Experience in healthcare, medical devices or regulated industries is preferred.
•    Strong experience in order processing, customer enquiries and complaint handling.
•    Proven ability to lead, coach and support a customer service team.
•    Strong stakeholder management and ability to work closely with Sales, Warehouse and cross-functional teams.
•    Excellent communication, problem-solving and conflict resolution skills.
•    Strong attention to detail with the ability to work under pressure and meet tight deadlines.
•    Experience working with SOPs and compliance requirements (GDPMD knowledge is an advantage).
•    Ability to work independently in a fast-paced environment.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Job Applicants should be aware of job offer scams perpetrated through the use of the Internet and social media platforms.

To learn more please read Bausch + Lomb's Job Offer Fraud Statement.