Alcon
Eye Care
Manager,CustomerService
Neural analysis suggests this role is
optimal for Mid candidates.
“Manager, Customer Service at Alcon. Skills: Customer service, Order management, Sales support. Deliver exceptional customer experience. Track orders”
What You'll Achieve.
Delivering an exceptional customer experience; Improving customer satisfaction; Facilitating access to our products; Driving results; Improve efficiency and service
Industry & Context.
Critical and analytical thinking; Identify and resolve customer service issues; Analyzing complaints and service requests; Identifying opportunities to improve efficiency and service; Review order history to identify trends
What They're Looking For.
Must Have
Bachelor's degree in business administration, International Business, or a related field, 5-7 years of experience in customer service, order management, sales operations, or similar roles, Proficiency in Excel, High proficiency in English communication, including speaking, writing, and comprehension, Compliance with GxP regulations in alignment with Standard Operating Procedures (SOPs)
Nice to Have
experience with SAP, experience with Salesforce, High energy, customer orientation, empathy, and the ability to remain solution-focused under changing environments, Critical and analytical thinking, 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
What You'll Do.
Deliver exceptional customer experience
Manage order processing
Coordinate value proposition implementation
Manage stock assessments
Coordinate product replacements
Prioritize emergency orders
Manage special shipping requests
Oversee shipment and handling
Determine correct customer accounts
Ensure timely billing
Gather feedback from Commercial Operations
Gather feedback from Global Manufacturing & Supply
Implement continuous improvement activities
Develop tactics and action plans
Resolve customer service issues
Analyze complaints and service requests
Prevent recurrence of issues
Improve efficiency and service
Establish harmonized ways of working
Manage consignment inventory
Develop action plans to improve service
Coordinate delivery of materials
Communicate corrections/adjustments
Contact customers for complaints
Enter complaints into database
Ensure timely resolution of escalated issues
How You'll Work.
Team & Collaboration
Collaboration with the sales network; Ensuring service excellence to internal stakeholders; Ensuring service excellence to customer service management; Ensuring service excellence to the sales force; Ensuring service excellence to customers; Collaboration with Commercial Operations; Collaboration with Global Manufacturing & Supply (GMS); Collaboration with Shared Services; Collaboration with Product Lifecycle Services (PLS); Coordinating with Shared Services colleagues; Collaborate across cultures
Communication Scope
High proficiency in English communication; Speaking; Writing; Comprehension
Process & Methodology
Develop tactics and implement action plans to drive results, Manage change
Full Job Description
# **Manager, Customer Service** _Locación: Mexico City_ At Alcon, we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly, drive progress, and act with speed as the global leader in eye care. Here, you will be recognized for your commitment and contributions and see your career like never before. Together, we go beyond to make an impact on the lives of our patients and customers. We foster an inclusive culture and are seeking diverse and talented individuals to join Alcon. This position is part of Alcon’s Sales and Sales Support team, a group dedicated to facilitating access to our products across all channels, with the goal of improving customer satisfaction alongside eye care professionals, ultimately helping people see brilliantly. The Customer Service Manager is primarily responsible for delivering an exceptional customer experience through personalized service and proactive communication. In this role, you will track orders, resolve inquiries, manage order processing for pharmacies, and coordinate the implementation of the value proposition. This position requires collaboration with the sales network and the management of stock assessments, product replacements, and order processing on the platform. **In this role, a typical day includes:** * Coordinating activities to deliver high-quality customer service and ensure order integrity. * Ensuring service excellence to internal stakeholders, customer service management, the sales force, and customers. * Receiving and processing sales orders, prioritizing emergency orders, and managing special shipping requests. * Overseeing shipment and handling of materials to enhance customer satisfaction. * Determining correct customer accounts for order processing and ensuring timely billing. * Contributing to strategic support for business growth and operational efficiency. * Supporting country strategy and programs by gathering feedback from Commercial Operations and Global Manufacturing
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