Sr. Associate II, Customer Service Support (Team Lead - Order Management - HK & KR Market)

Job description

At Alcon, we are inspired by the meaningful work we do to help people see brilliantly. As the global leader in eye care, we boldly innovate, champion progress, and act with speed. We recognize and celebrate the contributions of our people, offering career opportunities that empower growth and fulfillment. Together, we go above and beyond to make a lasting impact on the lives of our patients and customers. We cultivate an inclusive culture and invite diverse, talented individuals to join us in shaping the future of eye care. POSITION OVERVIEW: Responsible for pre-sale and post-sale customer service and support, covering both technical and non-technical assistance across various customer segments including businesses and end-consumers. Tasks include remote customer service through phone, online chat, or text, as well as direct support in call centers and distribution or repair centers. Duties extend to analyzing and resolving customer issues, acting as a mediator between customers and the production or distribution teams for specific orders, and offering both technical and non-technical support in person. Compensation for individuals in this position does not rely on sales targets but rather on providing effective customer service. This includes receiving and addressing customer complaints through various channels, managing dissatisfaction proactively to maintain customer loyalty, keeping detailed records of interactions and resolutions, and escalating or redirecting issues as necessary to ensure high standards of customer service and satisfaction are met. Additionally, refining and supervising the processes related to customer orders, shipping, and returns. This involves handling complex orders, addressing any issues that arise during delivery, keeping abreast of and updating systems with information on product availability, expected delivery dates, and price adjustments. It also requires liaising with customers and internal departments to ensure smooth operations, alongside compiling and analyzing data on customer interactions, sales trends, complaints, delivery issues, and the reasons behind product returns, all aimed at elevating the overall customer service experience. KEY RESPONSIBILITIES: Order Management Oversee end-to-end order processing, including intake, validation, modification, and closure, Sales, Return, Sample, Demo, Equipment, etc. Ensure all orders are processed accurately and in alignment with internal policies and service standards Manage backorder communications with customer and sales team Order Tracking & Risk Management Monitor order status throughout the order-to-delivery cycle Identify delays, risks, or bottlenecks and proactively ensure timely resolution Maintain compliance with SLAs, delivery commitments, and operational KPIs Process Improvement & Cross-functional Projects Participate in process improvement initiatives across Order Management, Customer Service, and Supply Chain Identify opportunities for automation, workflow optimization, and enhanced data accuracy Support global and regional projects focused on digitalization, system enhancements, and operational excellence Specifics 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 Ensure smooth job adjustment for new employees in your area of responsibility Supervise colleagues in the administrative area Process transactions via telephone, internet, and correspondence from customers and representatives Enter and maintain database records of customer profiles and prepare status reports 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 Handle administrative project tasks with defined content and time limitations Participate in administrative projects and manage special tasks Develop business plans and implement activities like customer events, sales and marketing campaigns, and sales presentations Apply basic scientific analysis principles to solve rudimentary departmental problems Manage communication with the sales department and customers Order Management End to End 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: Masters degree (Preferred) in business or related field Language Requirements – English (Good to have either Korean / Cantonese) Work in Kuala Lumpur after 1-2 months training in Seoul, Korea 1-5 years’ experience in Customer Service / Order Management / Medical device field Strong ERP and operational expertise Preferred projects experience related to Supply Chain Management Customer‑focused, detail‑oriented, and proactive HOW YOU CAN THRIVE AT ALCON: Opportunity to work with a leading global medical device company Collaborate with a diverse and talented team in a supportive work environment Competitive compensation package and comprehensive benefits Continuous learning and development opportunities Alcon Careers See your impact at alcon.com/careers ATTENTION: Current Alcon Employee/Contingent Worker If you are currently an active employee/contingent worker at Alcon, please click the appropriate link below to apply on the Internal Career site. 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