Alcon
Medical Device
CustomerServiceRepresentative
Neural analysis suggests this role is
optimal for Entry candidates.
“Customer Service Representative at Alcon. Skills: Order processing, Customer queries, SAP. Process incoming orders via phone, email. Adhere to deadlines for processing orders”
What You'll Achieve.
Timely and accurate processing of orders; Customer satisfaction; High-quality service delivery; Prompt resolution of queries; Timely action on task boards; Adherence to all relevant local standard operating procedures; Demonstrate behavior in accordance with the company's code of practice
Industry & Context.
Problem solving
6 months contract
What They're Looking For.
Must Have
Accurate and quick data processing skills, SAP experience, Good communication skills, Attention to detail, Problem solving, Customer service experience in the Medical Device or Pharmaceutical industry
Nice to Have
Electronic ordering (EDI) experience
What You'll Do.
Process incoming orders via phone
Adhere to deadlines for processing orders
Inform customers of backorders
Liaise with planning team for backorder reports
Check and fix rejected orders
Process orders through relevant systems
Liaise with Finance for adding shipping addresses
Attend to customer queries
Ensure prompt resolution of queries
Handle enquiries and complaints professionally
Provide post-sale customer service
Complete returns within the Returns Policy
Log cases in the CRM system
Arrange for product returns
Oversee administrative work and reports
Process credits for price adjustments
Follow up on open sales reports
Notify of adverse events/quality complaints
Maintain assets and contracts databases
Process customer purchase orders
How You'll Work.
Team & Collaboration
Liaise with the planning team; Liaise with Finance; Liaise with the Customer, Warehouse & Delivery department; Liaise with credit controllers; Liaise with sales representatives; Contribute positively to the Sales and Marketing team; Cooperative relationships and collaborative efforts
Communication Scope
Good communication skills
Full 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 in an effort to drive customer satisfaction with eye care professionals to help people see brilliantly. The Associate I, Customer Service 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. Specifics 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 boards • 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 • Oversee the completion of all relevant administrative work and reports • Process credits for price adjustments and ensure documentation is attached in the system • Follow up on open
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