Customer support analyst job description

DXC Technology (NYSE: DXC) helps global companies run their mission critical systems and operations while modernizing IT, optimizing data architectures, and ensuring security and scalability across public, private and hybrid clouds. The world's largest companies and public sector organizations trust DXC to deploy services across the Enterprise Technology Stack to drive new levels of performance, competitiveness, and customer experience. Learn more about how we deliver excellence for our customers and colleagues at DXC.com.Essential Job FunctionsAnswers telephones and responds to basic customer questions and/or forwards call to appropriate personnel.Records call on account history record with results of the inquiry; initiates required confirmation without direct supervision. Researches customer inquiries and responds to appropriate parties in a timely manner.Processes customer requests by sending faxes, returning telephone messages, sending mail documents, or using other related communication.Processes calls in a manner that ensures service level agreements (SLAs) are met or exceeded. Records calls, processes requests and updates account history with results of inquiry to include proper documentation.Processes and distributes incoming and outgoing mail for multiple clients in accordance with established service level agreements.Performs data entry and matches documents to appropriate accounts to ensure up to date and accurate information.Interfaces with team members, management, and customers in reference to customer service issues.Reviews client reports on a weekly basis to ensure data integrity; prepares and submits report to management.Reviews and recommends modifications to procedures and workflow as necessary to ensure efficient and effective processing of transactions.Basic QualificationsHigh school diploma or G.E.D.Two or more years of customer service or other telephone experience Experience working with organizational functions and personnel Experience working with fax machines, computer software, and telephone technology Experience working with and skilled in the use of help desk software Other QualificationsBusiness and analytical problem solving skills Communication skills Ability to work independently Ability to follow oral and written directions
If you are an applicant from the United States, Guam, or Puerto Rico

DXC Technology is an Equal Opportunity/Affirmative Action employer. All qualified candidates will receive consideration for employment without regard to disability, protected veteran status, race, color, religious creed, national origin, citizenship, marital status, sex, sexual orientation/gender identity, age or genetic information. DXC's commitment to diversity and inclusive selection practices includes ensuring qualified long-term unemployed job seekers receive equal consideration for employment. View postings below.

We participate in E-Verify. In addition to the posters already identified, DXC provides access to prospective employees for the Federal Minimum Wage Poster, Federal Polygraph Protection Act Poster as well as any state or locality specific applicant posters. To access the postings in the link below, select your state to view all applicable federal, state and locality postings. Postings are available in English, and in Spanish, where required. View postings below.

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Bausch Health Canada is the international head office of Bausch Health Companies, one of the fastest growing international pharmaceutical companies dedicated to bringing quality health and wellness products to all Canadians.

Our team manufactures and markets a wide variety of pharmaceutical and health products that are distributed in pharmacies, healthcare practices and hospitals across the country.

At Bausch Health, we invest in our employees and we believe in the importance of cultivating performance and outdoing ourselves in finding new and better solutions with the aim of responding innovatively and effectively to current needs.

The Trade Customer Support Analyst is responsible for supporting trade sales and distribution activities by providing superior customer satisfaction for regional wholesale and small retail accounts. This position will process daily orders for Branded and Generic Rx products; order monitoring and order management as outlined in the duties and responsibilities. The Trade Customer Support Analyst is focused on enhancing the customer experience for all Bausch Health customers. This is achieved through consistent follow-up, communication, high attention to detail, process development for improvement initiatives, by influencing change and using a professional demeanor.
Customer and Order Management

Primary point of contact for an assigned group of regional wholesale and retail partners. Assures optimum customer support to maintain and increase effective working relationships with trading partners. Analyzes incoming orders that are held up in staging to identify issues and take appropriate action to release orders. Support email box to assure complete, accurate and timely response to internal and external customers. Ensure timely processing of orders to meet company goals and customer expectations. Process employee orders. Utilize CRM ( salesforce.com) to document all customer channel communications. Monitors open order report to ensure that assigned account's orders have cleared through to physical distribution. Ensure service during disruptions (weather or otherwise) and other company closing including some holidays and holiday shutdown. Partner with Bausch Health Sales Representatives and our customers to provide support in accordance with Bausch Health Customer Operations service levels, to complete phone, email, and fax order transactions accurately within specifications. Ad hoc project work as lead or participant, as instructed.



Account Analysis


Ensures all customer inquiries or requests i.e., call tags, PO information and tracking requests by customers are completed in a timely and efficient manner. Initiate all claims: any damages, shortages or overages claim forms for Bausch Health assigned customers. This includes verifying claims with our 3rd party shipper for substantiation of said claim by customer. Work closely with AR on deduction management for accounts and participates in regular meetings with AR and account. Works closely with A/R and physical distribution to handle any order, delivery or credit discrepancies/issues. Meet minimum acceptable metrics for calls handled, orders entered, order status, hold time, and other metrics as determined by management.


The masculine is used in this publication without prejudice for the sake of conciseness.
Bausch Health is committed to equal employment opportunity and complies with equal employment opportunity laws in effect wherever it operates.

The Customer Support Analyst role is designed for someone with a customer-focused, can-do, positive attitude and a love of Excel and/or Oracle. You will interact with our customer base to resolve concerns and disputes with urgency and humanity. You'll follow detailed processes and maintain inventory systems and records, so attention to detail is important as well. Collaboration and teamwork are essential to our success, so a team player who has a natural drive to know more, solve problems, and work with others to simplify processes would be right up our alley. We need someone to partner with our customers to find the right solutions. We also need someone to build internal relationships to create better processes that make it easy for our customers to do business with us. In all aspects of the role, it is important that we maintain strong relationships with our customers that are built on trust, transparency, and integrity.
What will be my duties and responsibilities in this job?

Conduct research related to buyer order inquiries
Own a shared mailbox, ensuring that all buyer inquiries are resolved within appropriate timeframe Work with Shipping and Picking teams to investigate Order discrepancies Manage Device Unlock process with partners Process and troubleshoot Kitting Orders for B2B and Retail teams Support BStock Sales process logistics and own communication with BStock and partner support teams Update and create FAQs on the HYLA Sales WebsiteWork with cross-functional teams to simplify and automate processes Communicate with buyers Create documents for buyers (LOA, Customs Clearance, etc) Coordinate with Quality and Production teams Participate in process documentation efforts for all assigned tasks Crosstrain on key tasks to ensure continuity of customer experience Prepare and maintain spreadsheets and reports to support order management and sales support activities Support the Director of Business Fulfillment and Logistics and the broader Device Operations team

What are the requirements needed for this position?

Bachelor's degree or higher and/or extensive experience in a related field, such as Supply Chain or Logistics. 1-3 years of experience in a customer support role Strong MS Office skills and a high tolerance for Excel and Oracle. Other ERP experience would be a plus Effective oral and written communication abilities Strong planning, organizational, and time-management skills with a keen eye for detail Experience working with multiple stakeholders in a problem-solving environment Resilient with the ability to thrive in a rapidly changing environment Willingness to work extended hours including nights and weekends when required Ideal candidate will be located in TN, TX or PA.

Helping People Thrive in a Connected World We work with the world's top brands to make smart devices simpler. Vehicles last longer. Homes more secure. Problems easier to solve. And we volunteer in communities all over the globe to help the world become a greener, better place. We come from a variety of countries, cultures and backgrounds. But we're united by our enduring values of common sense, common decency, uncommon thinking and uncommon results. So connect with us. Bring us your best work and your brightest ideas. And we'll bring you a place where you can thrive.
Learn more at jobs.assurant.com.

For U.S. benefit information, visit myassurantbenefits.com. For benefit information outside the U.S., please speak with your recruiter.

Our Culture DefinedOur unique culture is a big reason why talented people choose Assurant and why they tend to stay. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We believe that staying on top doesn't mean sacrificing our values. We believe clarity of vision and a sense of purpose will carry us forward. And we take charge of our own success. We call it The Assurant Way.

Company OverviewAssurant is a leading global business services company that supports, protects and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world's leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products and other specialty products.

Equal Opportunity StatementAssurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or any other characteristic protected by federal, state or local law in employment decisions.