Manager, Customer Service

Manager, Customer Service

At Alcon, we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly, drive progress, and act with speed as the global leader in eye care. Here, you will be recognized for your commitment and contributions and see your career like never before. Together, we go beyond to make an impact on the lives of our patients and customers. We foster an inclusive culture and are seeking diverse and talented individuals to join Alcon.

This position is part of Alcon's Sales and Sales Support team, a group dedicated to facilitating access to our products across all channels, with the goal of improving customer satisfaction alongside eye care professionals, ultimately helping people see brilliantly.

The Customer Service Manager is primarily responsible for delivering an exceptional customer experience through personalized service and proactive communication. In this role, you will track orders, resolve inquiries, manage order processing for pharmacies, and coordinate the implementation of the value proposition. This position requires collaboration with the sales network and the management of stock assessments, product replacements, and order processing on the platform.

In this role, a typical day includes:

• Coordinating activities to deliver high-quality customer service and ensure order integrity.
• Ensuring service excellence to internal stakeholders, customer service management, the sales force, and customers.
• Receiving and processing sales orders, prioritizing emergency orders, and managing special shipping requests.
• Overseeing shipment and handling of materials to enhance customer satisfaction.
• Determining correct customer accounts for order processing and ensuring timely billing.
• Contributing to strategic support for business growth and operational efficiency.
• Supporting country strategy and programs by gathering feedback from Commercial Operations and Global Manufacturing & Supply (GMS).
• Complying with business and operational standards and implementing continuous improvement activities. Developing tactics and implementing action plans to drive results and manage change.
• Identifying and resolving customer service issues in collaboration with Commercial Operations and GMS. Analyzing complaints and service requests, assigning reason codes, and preventing recurrence.
• Identifying opportunities to improve efficiency and service, collaborating with Shared Services and Product Lifecycle Services (PLS).
• Coordinating with Shared Services colleagues to establish harmonized ways of working.
• Managing the full process for consignment inventory.
• Reviewing order history to identify trends and develop action plans to improve service.
• Coordinating delivery of materials and supplies to meet customer requirements.
• Communicating corrections/adjustments to customers following Allocation Committee decisions.
• Contacting customers to manage product complaints and entering them into the corresponding database.
• Ensuring timely resolution of escalated issues.

What you will bring to Alcon:

• 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 (required); experience with SAP and Salesforce (strongly preferred).
• High proficiency in English communication, including speaking, writing, and comprehension.
• High energy, strong customer orientation, empathy, and the ability to remain solution-focused under changing environments.
• Critical and analytical thinking, strong 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.
• Compliance with GxP regulations in alignment with Standard Operating Procedures (SOPs).

How you can thrive at Alcon:

• Opportunity to join a growing, early-stage organization built within a mature and stable global company.
• Friendly work environment and a diverse, highly motivated team.
• Individual development plan and potential career growth within a newly created structure.
• Truly international environment with daily interactions with colleagues and stakeholders worldwide.
• Attractive compensation and benefits package.

Alcon is an Equal Opportunity Employer and takes pride in maintaining a diverse environment and our policies are not to discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity, marital or veteran status, disability, or any other legally protected status.