GEM Senior Customer Service Specialist - CSEE

Job content

About AlconAlcon is the global leader in eye care, dedicated to helping people see brilliantly. With our 70-plus-year heritage, we are the largest eye care device company in the world – with complementary businesses in Surgical and Vision Care.Job Purpose

• Order handling for assigned countries from receipt of order till final

invoicing / shipment, in order to secure smooth order processing from start to end.

• Contact point for internal and external customers and stakeholders
• To meet customer service standards by providing high customer service level
• Support other functions with related data

Major Accountabilities

• Analyze and consolidate data, and provide executive level summaries to management team
• Attending management calls, to provide executive level summaries

Identify and highlight risks and priorities as part of the executive summaries

• Build strong relationships with internal and external customers and stakeholders
• Support and involvement in ad-hoc projects
• Support Team to ensure orders are processed on time and without issues
• Monitor and action blocked orders
• Issue of relevant billing documents for financial processing
• Issue or review shipping documents or any other documents needed for export, import or banks (Letter of Credit or documentary collection)
• Organize/assist transportation for export or transit shipments and freight charges, and constant follow-up until delivery to the customer.
• Handling all customer inquiries and complaints
• Review and provide input to Customer Protocols and CRF (customer request form)
• Regular review and accountability on open orders, accurate sales projection, and risk assessment.
• Apply Alcon SOPs in accordance with compliance and AFCM requirements.
• Providing basic information on Alcon products
• Regular calls with customers / distributors / rep. offices
• Manager Back-up
• Coach / mentor of CSR tasks within specific team

What You Will Bring To The Role

• 3-5 years’ experience in customer services environment
• Commercial experience within a matrix organization, good to have leading knowledge and experiences
• Experience in continues improvement & process streamlining/optimization
• Flexible, reliable, good team spirit, ability to work independently
• Preferred experience with Sales force and SAP
• Fluent English (written and spoken)
• Excellent communication skills
• Ability to multitask and prioritize
• Eager and quick to learn
• Great coaching skills
• Exceptional work ethics
• Ability to work under pressure

Why join Alcon?We aspire to lead the world in innovating life-changing vision products because when people see brilliantly, they live brilliantly.We are the world’s leading eye care products and devices company. You will join our 20,000 associates at Alcon, making a real difference to the lives of others. At Alcon, we create meaningful opportunities for associates to grow their careers. Learn more at www.alcon.com.Our Purpose is Reimagining Eye Care.

Our Vision is to be the trusted leader in eye care.

Our Mission is to discover new ways to enhance sight and improve people’s lives.