Alcon
Eye Care
Manager,CustomerService
“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
Applying for this Manager, Customer Service role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on Workday
- Workday has a multi-step form — save your progress after every section.
- "Apply With LinkedIn" can fail or lose data; manual entry is more reliable.
- Watch for the "Submit for Review" final step — hitting "Save" alone does not submit.
- Job requisition numbers are useful when following up with HR by email.
ANONYMOUS · UNFILTERED
What do employees actually say about Alcon?
Real rants from real employees. Read before you apply.