Customer Service Representative

2 weeks ago

Macquarie Park, Australia Alcon Full time

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.

The Customer Service Representative is a member of a team responsible for service excellence with efficient, effective processing of customer orders to enable correct purchase, invoicing and delivery of Alcon product to customers. The Customer Service Representative is also responsible for the provision of customer services to Alcon’s customers, internal departments, and consumers. The role offers an opportunity to display initiative, a passion for service excellence and to actively demonstrate Alcon’s core values.

This is a busy high volume role which requires someone to be able to multitask and be able to process a high number of orders along with taking calls.
- Facilitate the correct and timely delivery and invoicing of Alcon products and the processing of RANs and credit notes by entering data accurately within Alcon’s business systems. This requires a high level of attention to detail and understanding of Alcon’s systems and business relationships and how to extract or enter appropriate information
- Continuously access information sources, communications and training to update knowledge and to ensure information and procedures are current and delivered seamlessly and consistently in the Department and actively participate in the identification and development of service level improvements.
- Liaise closely with the sales teams to provide high quality information regarding sales opportunities, customer complaints or competitor behaviour.
- Interprets and communicates relevant pricing/ policy / procedures / changes to customers and staff, ranging from basic enquiries to more complex enquiries including warranty enquiries and Prosthesis rebates.
- Achieve individual and department quality, service and efficiency KPIs which include call pick up time, order entry accuracy and order processing time.
- Important to have high very high Attention to detail and skills to be able to manage high volume of workload.

Skills and Experience
- Accurate and quick data processing skills
- SAP experience
- Good communication skills
- Attention to detail
- Problem solving
- Customer service experience in the Medical Device or Pharmaceutical industry preferred

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.

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