Sr. Associate, Customer Service

Job description

Senior Customer Service Specialist Location: Jeddah, KSA At Alcon, we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly, champion progress, and act with speed as the global leader in eye care. Here, you'll be recognized for your commitment and contributions and see your career like never before. Together, we go above and beyond to make an impact in the lives of our patients and customers. We foster an inclusive culture and are looking for diverse, talented people to join Alcon. As a Senior Customer Service Specialist supporting our Customer Operations team in Saudi Arabia, you will play a key role in delivering an exceptional customer experience by managing order processing, customer inquiries, and operational support across our Vision Care and Surgical franchises. You will collaborate closely with customers, commercial teams, distributors, warehouse, finance, and supply chain partners to ensure seamless order-to-invoice execution and service excellence. Please note: Saudi Nationality and an English CV are required for this role. In this role, a typical day will include: Managing customer orders across multiple channels, including customer and government portals. Monitoring and resolving order issues, backorders, billing queries, returns, and disputes. Acting as the key liaison between customers and internal stakeholders to ensure timely issue resolution. Managing Salesforce queues and ensuring service level commitments are met. Preparing operational reports, dashboards, and performance updates. Supporting process improvement initiatives and system enhancements. Ensuring compliance with quality, regulatory, and company standards. WHAT YOU’LL BRING TO ALCON Education: Relevant tertiary qualification or equivalent experience. Experience: 3+ years of experience in Customer Service, Customer Operations, or Order Management. Experience within FMCG, Healthcare, Pharmaceutical, or Medical Device industries is preferred. Proven experience managing end-to-end order-to-invoice processes. Technical Skills: Strong SAP knowledge, particularly in Order-to-Invoice (OTI) processes. Advanced Excel and Microsoft Office skills. Experience with CRM or case management systems is an advantage. Behaviors & Competencies: Fluency in English and Arabic. Customer-focused with strong communication skills. Ability to prioritize, problem-solve, and work independently. High attention to detail and strong sense of ownership. Collaborative, resilient, and results-driven. HOW YOU CAN THRIVE AT ALCON Make a direct impact on customer satisfaction and patient outcomes. Join a collaborative team focused on continuous improvement and operational excellence. Develop your expertise within a global healthcare leader. Grow your career in an environment that values innovation, learning, and professional development. 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. 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. Find Jobs for Employees Find Jobs for Contingent Worker