Customer Service Associate
Job Description
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
See your impact at alcon.com/careers
ATTENTION: Current Alcon Employee/Contingent Worker
If you are currently an active employee/contingent worker at Alcon, please click the appropriate link below to apply on the Internal Career site.