Supervisor, Customer Service (Order Management – ANZ & SG)

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. Supervisor, Customer Service (ANZ & SG) is responsible for leading customer service operations across Australia, New Zealand, and Singapore, ensuring exceptional customer experiences through effective order management, issue resolution, and stakeholder collaboration. This role oversees daily customer service activities, order fulfillment processes, returns management, and team performance while serving as the key point of contact between customers, sales teams, supply chain partners, and internal functions. The position is responsible for supervising customer service processes, monitoring operational performance, driving continuous improvements, and ensuring customers receive timely support regarding orders, product availability, pricing, and delivery. The role also supports business growth through customer relationship management, reporting, data analysis, and operational excellence initiatives. Additionally, the Supervisor is responsible for ensuring compliance with applicable SOPs, GxP requirements, company policies, quality standards, and regulatory requirements while fostering a customer-centric and high-performing service organization. KEY RESPONSIBILITIES Service Deliveries Lead and supervise customer service operations for ANZ & Singapore markets to deliver exceptional customer experiences and achieve service level targets. Act as the primary escalation point for customer inquiries, complaints, delivery issues, and complex order management cases. Support sales teams and channel partners with order processing, returns management, and customer-related activities. Monitor and oversee order fulfillment processes, ensuring orders are processed accurately and delivered within agreed timelines. Collaborate with third-party logistics providers, warehouses, and forwarders to ensure efficient order and delivery execution. Provide guidance on product availability, pricing, commercial conditions, and customer support solutions. Manage customer returns, including expired products and inventory rotation-related issues. Analyze customer feedback, complaints, service trends, and operational data to identify opportunities for service improvements. Prepare and deliver operational reports, customer metrics, and performance insights to management and commercial teams. Support implementation of customer engagement initiatives and value-added services to strengthen customer satisfaction and loyalty. Manage Day-to-Day Activities Oversee daily customer service activities, order processing workflows, and resolution of customer issues. Monitor order status, backorders, delivery performance, inventory availability, and fulfillment risks. Ensure timely response to customer inquiries received through phone, email, and other communication channels. Coordinate with Sales, Supply Chain, Finance, Logistics, and other internal teams to resolve operational issues. Supervise and coach customer service team members to maintain service quality and operational efficiency. Track and analyze service KPIs, order accuracy, complaint trends, and customer satisfaction metrics. Maintain accurate customer records and ensure proper documentation of customer interactions and issue resolutions. Identify process gaps and drive continuous improvement initiatives to enhance customer experience and operational effectiveness. Support business continuity and provide coverage for critical customer service activities when required. Communicate effectively with stakeholders regarding service disruptions, supply constraints, product availability, and order updates. Compliance Ensure all customer service processes are documented, maintained, and executed in accordance with company policies and global standards. Maintain compliance with GxP requirements, Standard Operating Procedures (SOPs), and quality management systems. Ensure accurate, complete, and auditable records are maintained for customer orders, complaints, returns, and service activities. Support internal audits, regulatory inspections, and compliance-related activities. Complete all required compliance, quality, and regulatory training within established timelines. Identify compliance risks and support implementation of corrective and preventive actions. Promote a culture of quality, accountability, and continuous improvement within the customer service organization. People Management Lead, coach, and develop customer service team members to achieve operational and performance objectives. Foster a collaborative, inclusive, and customer-focused team environment. Conduct performance reviews, provide ongoing feedback, and support professional development plans. Drive employee engagement and encourage knowledge sharing, teamwork, and continuous learning. Support change management initiatives, process transitions, and organizational transformation activities. Collaborate closely with regional and global stakeholders to align customer service strategies and objectives. Promote Alcon values and behaviors through effective leadership and role modeling. WHAT YOU'LL BRING Education (minimum/desirable) Bachelor's Degree in Business Administration, Supply Chain Management, Logistics, Operations Management, Customer Service, or related field. Professional certifications related to Customer Service, Supply Chain, Operations Management, or Leadership are an added advantage. Languages Fluent in written and spoken English (mandatory). Additional language capabilities supporting regional operations are an advantage. Experience 5+ years of experience in Customer Service, Order Management, Supply Chain Operations, or related functions. Prior supervisory or team leadership experience within a customer service environment. Strong knowledge of order-to-cash processes, customer operations, returns management, and service delivery. Experience collaborating with cross-functional teams including Sales, Supply Chain, Finance, Logistics, and external service providers. Proven track record of driving process improvements and achieving customer service performance targets. Experience working in healthcare, medical device, pharmaceutical, or other regulated industries is preferred. Technical Skills SAP ERP or equivalent order management system experience. Proficiency in Microsoft Excel, PowerPoint, and reporting tools. Strong analytical and reporting capabilities. Knowledge of customer service metrics, KPI management, and performance reporting. Experience with CRM platforms and customer support systems is an advantage. Personal Attributes Strong customer-centric mindset with a commitment to service excellence. Excellent leadership, coaching, and stakeholder management skills. Strong analytical and problem-solving capabilities. Effective communication and interpersonal skills. Ability to work in a fast-paced environment and manage multiple priorities. Proactive, adaptable, and results-oriented with a continuous improvement mindset. Strong attention to detail and commitment to operational excellence. 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. Find Jobs for Employees Find Jobs for Contingent Worker