Customer Service Associate

At Alcon, we're passionate about enhancing sight and helping people see brilliantly. With more than 25,000 associates, we innovate fearlessly, champion progress, and act swiftly to impact global eye health. We foster an inclusive culture, recognizing your contributions and offering opportunities to grow your career like never before. Together, we make a difference in the lives of our patients and customers. Are you ready to join us?

This role is part of Alcon's Sales & Sales Support function, a team that helps provide access to products across all channels to drive customer satisfaction with eye care professionals to help people see brilliantly. The Associate I, Customer Service (Professional Path) is primarily responsible for ensuring timely and accurate processing of orders and customer queries in the Customer Operations Division. You will deliver high-quality service, manage customer issues, maintain product knowledge, and contribute to the Sales and Marketing team.

In this role, a typical day will include:

• Order handling for assigned countries from receipt of order till final invoicing / shipment, to secure smooth order processing from start to end

• Contact point for internal and external customers and stakeholders

• To meet customer service standards by providing high customer service level

• Support other functions with related data

Major Accountabilities

• Ensure orders are processed on time and without issues

• Monitor and action blocked orders

• Issue of relevant billing documents for financial processing

• Issue or review shipping documents or any other documents needed for export and import

• Organize/assist transportation for export or transit shipments and freight charges, and constant follow-up until delivery to the customer

• Handling all customer inquiries and complaints

• Review and provide input to Customer Protocols and CRF (customer request form)

• Regular review and accountability on open orders, accurate sales projection, and risk assessment

• Vacation relief for other countries

• Apply Alcon SOPs in accordance with compliance and AFCM requirements.

• Providing basic information on Alcon products

• Regular calls with customers / distributors / rep. offices

• Build strong relationships with internal and external customers and stakeholders

• Support and involvement in ad hoc projects

What you will bring to Alcon:

• 3-5 years’ experience in customer services environment

• Commercial experience within a matrix organization, good to have leading knowledge and experiences

• Experience in continues improvement & process streamlining/optimization

• Flexible, reliable, good team spirit, ability to work independently

• Good to have the knowledge of Sales Force

• SAP experience required

• English Fluent (written and spoken)

• Good communication skills

• Ability to multitask and prioritize

• eager and quick to learn

• great coaching skills

• reliable, exceptional work ethics

• ability to work independently as well as in teams

• ability to work under pressure

How you can thrive at Alcon:

• See your career like never before with focused growth and development opportunities

• Join Alcon’s mission to provide outstanding, innovative products and solutions to improve sight, improve lives, and grow your career!

• Alcon provides robust benefits package including health, life, retirement, flexible time off for exempt associates, PTO for hourly associates, and much more!

Alcon Careers

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