Customer Care Associate II

This is an onsite based position based out of our Fort Worth, Texas Main Campus:

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 II, Customer Service  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:

In this role, a typical day will 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 All associates must adhere to GxP regulations by strictly following Standard Operating Procedures (SOPs), maintaining accurate and complete documentation, ensuring rigorous quality control, and completing all required training. Associates are responsible for meeting their individual job requirements and contributing to the overall compliance of the organization. Compliance with regulatory requirements and a commitment to continuous improvement are essential to our operations.

Key Requirements/Minimum Qualifications:

• Bachelor’s Degree or Equivalent years of directly related experience (or high school +8 yrs. Assoc.+4 yrs.) 
• The ability to fluently read, write, understand, and communicate in English

How to Thrive at Alcon:

• Manage your own workload and schedule while hitting your set targets.
• Build positive working relationships to achieve positive goals and business objectives.
• Balance experiencing new environments and working autonomously in a remote sales environment.
• Alcon provides robust benefits package including health, life, retirement, flexible time off for exempt associates, and much more!

Alcon Careers  

See your impact at alcon.com/careers  

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

Alcon takes pride in maintaining an inclusive environment that values different perspectives and our policies are non-discriminatory in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, 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 [email protected] and let us know the nature of your request and your contact information.