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Supervisor, Customer Service - US Vision Care

Supervisor, Customer Service - US Vision Care

Bausch + LombRochester, NY, US
10 days ago
Job type
  • Full-time
Job description

Supervisor, Customer Service - US Vision Care

Bausch + Lomb is seeking a high-performing Customer Service Supervisor to lead and develop the US Vision Care Customer Service team. This team is responsible for managing a broad range of customer interactions, including inquiries, order support, and service escalations. The Supervisor will ensure the delivery of consistent, high-quality service that aligns with both customer satisfaction goals and broader corporate objectives.

In this role, you will be accountable for tracking and optimizing team performance metrics on a daily, weekly, and monthly basisfocusing on service quality, responsiveness, and overall operational efficiency. As the first-line leader to frontline employees, you will play a key role in cultivating a positive, customer-first culture and driving meaningful employee engagement.

The Customer Service team supports Bausch + Lomb's industry-leading contact lens portfolio, which includes ULTRA, Biotrue ONEday, INFUSE, and INFUSE Multifocal, along with our innovative e-commerce platform, B+L Opal. The Supervisor ensures all customer interactions reflect the high standards of the Bausch + Lomb brand and contribute to the ongoing success of our Vision Care business.

Responsibilities

  • Lead and supervise a team of Customer Service Associates, ensuring daily operations run smoothly and align with department goals and service standards.
  • Maintain a strong floor presence to support employee engagement, deliver real-time coaching, and foster a customer-focused team culture.
  • Conduct regular 1 : 1 performance check-ins, monthly reviews, and mid-year / year-end appraisals to support employee development and accountability.
  • Provide coaching and, when necessary, implement performance improvement plans or disciplinary actions with professionalism and confidentiality.
  • Use incentive and recognition programs to celebrate high performance and reinforce desired behaviors.
  • Oversee employee training and cross-training, ensuring team members are fully prepared for their primary roles and compliant with all company policies and procedures.
  • Develop and maintain training documentation to support new hire onboarding and continuous process improvements.
  • Monitor team performance using dashboards and key metrics; analyze reports to identify trends, drive efficiency, and optimize service levels.
  • Manage team scheduling and approve payroll / timekeeping submissions in accordance with company guidelines.
  • Handle escalated customer issues and service complaints, ensuring prompt resolution and a positive customer experience.
  • Conduct quality assurance audits and provide coaching feedback on customer interactions to support service excellence.
  • Partner with HR on employee relations issues, maintain accurate employee records, and contribute to succession planning by identifying high-potential talent.
  • Coordinate and lead monthly team meetings, promote open communication, and support change initiatives and product launches in partnership with Sales, Marketing, and Compliance.
  • Participate in recruiting activities, conduct interviews, and assist with onboarding of new team members.
  • Serve as a Subject Matter Expert (SME) on assigned internal and external projects and contribute to broader continuous improvement initiatives within the customer service organization.

Qualifications

  • Bachelor's degree in a related discipline preferred or minimum of 7 years of progressive Customer Service experience, including at least 2 years in a supervisory or team lead role.
  • Prior experience in the pharmaceutical or medical device industry is preferred.
  • Demonstrated ability to lead, coach, and develop a diverse team.
  • Skilled in delivering feedback, mentoring employees, and administering disciplinary actions when necessary.
  • Strong interpersonal and relationship-building skills; approachable and collaborative leadership style.
  • Ability to manage conflict effectively and promote a positive team environment.
  • Proven team player with sound judgment and integrity.
  • Committed to delivering exceptional service and ensuring customer satisfaction.
  • Ability to maintain professionalism under pressure and during challenging situations.
  • Strong written and verbal communication skills; able to interact with all levels of the organization.
  • Understanding of organizational goals and ability to align team efforts with business objectives.
  • Proficient in project and process management; ability to drive operational improvements.
  • Demonstrated ability to handle confidential information with discretion.
  • Highly organized with strong time management and workload prioritization skills.
  • Results-oriented with a continuous improvement mindset.
  • Comfortable navigating change and acting as a champion of change management.
  • Ability to perform well in high-pressure environments and adapt to evolving priorities.
  • Ability to travel up to 15% as business needs require (e.g., team meetings, training sessions, cross-site collaboration)
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