Associate I, Customer Service

At Alcon were passionate about enhancing sight and helping people see brilliantly. With more than 25000 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 Alcons Sales & Sales Support function a team that helps provide access to products across all channels in an effort 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.

A typical day will include:

• Receive and process incoming orders via phone email and representatives instructions
• Adhere to deadlines for processing orders and inform customers of backorders
• Liaise with the planning team for backorder reports and check and fix rejected orders weekly
• Assist in processing orders through relevant systems and liaise with Finance for adding shipping addresses
• Attend to customer queries by liaising with the Customer Warehouse & Delivery department credit controllers and sales representatives
• Ensure prompt resolution of queries and timely action on task board
• Handle enquiries and complaints professionally and provide post-sale technical and/or non-technical customer service and support
• Complete returns within the Returns Policy log cases in the CRM system and arrange for product returns
• Process credits for price adjustments and ensure documentation is attached in the system
• Follow up on open sales reports at the end of each week
• Maintain the assets and contracts databases ensuring customer purchase orders are processed within department Key Performance Indicators
• Act as a liaison between customers production and distribution departments related to specific customer orders
• Support the supply chain for parts and services and inform customers of any material on backorder
• Contribute positively to the Sales and Marketing team through cooperative relationships and collaborative efforts
• All associates must adhere to GxP regulations by strictly following Standard Operating Procedures (SOPs) maintaining accurate and complete documentation ensuring rigorous quality control and completing all required training.
• Responsible for back-office activities consignment stock and sales analysis and reporting related to customer service like order processing data management customer enquiry and complaint resolution feedback and survey analysis returns processing training sales staff on sales related systems.
• Responsible for customer service excellence related tasks like project management execution and delivery of business initiatives such as transformation digital integration Regional Process Owner (RPO) Local Process Owner (LPO) and super user involvement.
• Collaborate with cross functional teams including Customer Operations Finance & Commercial & Consignment Controllers on consignment process

WHAT YOULL BRING TO ALCON

• Bachelors degree in Business Administration International Business or a related field.

• 0 - 3 years of experience in customer service order management sales operations or similar roles.

• Proficiency in Excel (required); experience with SAP and Salesforce (strongly preferred).

• High proficiency in English communication including speaking writing and comprehension.

• High energy strong customer orientation empathy and the ability to remain solution-focused under changing environments.

• Critical and analytical thinking strong attention to detail and comfort working within governance and compliance frameworks.

• Team-oriented mindset with the ability to co-create solutions collaborate across cultures and embrace change.

HOW YOU CAN THRIVE AT ALCON

• Opportunity to generate impact across LATAM engaging with diverse markets and stakeholders.

• Participation in global projects and potential involvement in quality and continuous improvement certifications.

• A collaborative fast-paced environment that values innovation process excellence and personal development.

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Alcon is an Equal Opportunity Employer and takes pride in maintaining a diverse environment and our policies are not to discriminate in recruitment hiring training promotion or other employment practices for reasons of race color religion gender national origin age sexual orientation gender identity marital or veteran status disability or any other legally protected status.