Associate, Customer Service

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 in an effort to drive customer satisfaction with eye care professionals to help people see brilliantly.

The Associate, Customer Service (Professional Path) is primarily responsible for independently delivering administrative services locally and globally, ensuring service levels meet site requirements. You will guide and support team members and associates on departmental processes and handle administrative projects with defined tasks and timelines.

In this role, a typical day can include:

• Deliver profound administrative services independently in a local and global context

• Ensure service levels align with site requirements

• Manage general administrative tasks and maintain processes, even in the absence of the line manager/team members

• Plan and coordinate administrative procedures and systems, streamlining processes

• Inform, advise, and support the team and associates on departmental processes, guidelines, and services

• Support optimization of current processes and introduce new or modified processes

• Process transactions via telephone, internet, and correspondence from customers and representatives

• Act as a liaison for customers, maintaining knowledge of company products and customer service processes

• Support the end-to-end order management process by interacting with customers, manufacturing sites, and other internal departments

• Participate in administrative projects and manage special tasks

• Apply basic scientific analysis principles to solve rudimentary departmental problems

• Manage communication with the sales department and customers

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. Associates are responsible for meeting their individual job requirements and contributing to the overall compliance of the organization. Compliance with regulatory requirements and a commitment to continuous improvement are essential to our operations​.

WHAT YOU'LL BRING TO ALCON:

• Knowledge of SAP and Excel (not mandatory, but good to have)

• High adaptability and willingness to grow

• Proactive problem-solving and sense of responsibility

• Clear and effective communication, with a strong collaborative spirit

• Ability to learn quickly

• Previous experience in Customer Service or Order-to-Cash processes

• Customer focus and commitment to excellence

• Ability to work in a dynamic, detail-oriented environment

• Innovative perspective and openness to process improvements

• Digital literacy and comfort with automation tools

• Local language required, fluent English and Spanish at a communicational level.

HOW YOU CAN THRIVE AT ALCON:

● Manage your own workload and schedule while hitting your set targets

● Collaborate with teammates to share best practices and learnings as work evolves

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

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