Associate I, Customer Service

At Alcon, we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly, champion progress, and act with speed as the global leader in eye care. Here, you’ll be recognized for your commitment and contributions and see your career like never before. Together, we go above and beyond to make an impact in the lives of our patients and customers. We foster an inclusive culture and are looking for diverse, talented people to join Alcon.

POSITION OVERVIEW

The Associate I, Customer Service serves as a critical liaison between the company and its customers. This role ensures seamless customer order processing and product returns according to company\'s requirements and ISO standards, efficient communication, and high-quality support across departments. The Associate I, Customer Service is responsible for order processing, return coordination, managing customer inquiries, supporting the sales team, coordinating logistics, and providing timely solutions.

KEY RESPONSIBILITIES

• Receive and handle inbound customer orders, queries, and complaints
• Document and record customer details, queries, and complaints in CRM platform
• Follow up with customer and ensure complete resolution for all issues related to orders / billing / complaints / query via multiple channel : outbound call, email, CRM platform
• Provide accurate product, pricing, and availability information
• Process and manage customer orders (sales order creation, billing, credit note, debit note, RMA, etc) from receipt to delivery in SAP system
• Manage returns and credit notes (CNs), including evidence keeping and coordination with related departments
• Ensure accurate price corrections and track relevant documentation
• Communicate and coordinate with internal departments (Planning, Warehouse, Finance) to ensure order fulfilment and service accuracy
• Liaise with Service Provider for timely product transportation and issue resolution
• Collaborate with the Customer Data Administration (CDA) team for the creation of new customers and changes to customer data
• Ensure all data changes follow the correct approval workflow and are accurately reflected in internal systems

WHAT YOU’LL BRING TO THE COMPANY

Qualifications

Minimum Education

Minimum Work Experience

HOW YOU CAN THRIVE AT ALCON

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.

Find Jobs for Employees

Find Jobs for Contingent Worker

#J-18808-Ljbffr