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Customer Service Representative

2 weeks ago

Macquarie Park, Australia AU21 Alcon Laboratories (Australia) Pty Ltd Company Full time $60,000 - $80,000 per year

At Alcon, we're passionate about enhancing sight and helping people see brilliantly. With more than 25,000 associates, we innovate fearlessly, champion progress, and act swiftly to impact global eye health. We foster an inclusive culture, recognizing your contributions and offering opportunities to grow your career like never before. Together, we make a difference in the lives of our patients and customers. Are you ready to join us?

This role is part of Alcon's Sales & Sales Support function, a team that helps provide access to products across all channels in an effort to drive customer satisfaction with eye care professionals to help people see brilliantly.

The Associate I, Customer Service (Professional Path) is primarily responsible for ensuring timely and accurate processing of orders and customer queries in the Customer Operations Division. You will deliver high-quality service, manage customer issues, maintain product knowledge, and contribute to the Sales and Marketing team. Specifics include:

• Receive and process incoming orders via phone, email, and representatives' instructions

• Adhere to deadlines for processing orders and inform customers of backorders

• Liaise with the planning team for backorder reports and check and fix rejected orders weekly

• Assist in processing orders through relevant systems and liaise with Finance for adding shipping addresses

• Attend to customer queries by liaising with the Customer, Warehouse & Delivery department, credit controllers, and sales representatives

• Ensure prompt resolution of queries and timely action on task boards

• Handle enquiries and complaints professionally and provide post-sale technical and/or non-technical customer service and support

• Complete returns within the Returns Policy, log cases in the CRM system, and arrange for product returns

• Oversee the completion of all relevant administrative work and reports

• Process credits for price adjustments and ensure documentation is attached in the system

• Follow up on open sales reports at the end of each week

• Notify the appropriate office or delegate of any adverse events and/or quality complaints within 24 hours

• Maintain the assets and contracts databases, ensuring customer purchase orders are processed within department Key Performance Indicators

• Act as a liaison between customers, production, and distribution departments related to specific customer orders

• Support the supply chain for parts and services and inform customers of any material on backorder

• Contribute positively to the Sales and Marketing team through cooperative relationships and collaborative efforts

• Ensure adherence to all relevant local standard operating procedures and demonstrate behavior in accordance with the company's code of practice

We are looking for someone with high level of attention to detail, who is comfortable working in fast paced but supportive team to help people See Brilliantly.

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
  • Any experience with Electronic ordering (EDI) would be encouraged

ow 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

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ALCON IS AN EQUAL OPPORTUNITY EMPLOYER AND PARTICIPATES IN E-VERIFY

Alcon 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. Alcon is also committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please send an email to and let us know the nature of your request and your contact information.

EQUAL EMPLOYMENT OPPORTUNITY POSTERS

If you'd like to view a copy of the Alcon's affirmative action plan or policy statement, please email .

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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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