Responsible for pre-sale and post-sale customer service and support, covering both technical and non-technical assistance across various customer segments including businesses and end-consumers. Tasks include remote customer service through phone, online chat, or text, as well as direct support in call centers and distribution or repair centers. Duties extend to analyzing and resolving customer issues, acting as a mediator between customers and the production or distribution teams for specific orders, and offering both technical and non-technical support in person. Compensation for individuals in this position does not rely on sales targets but rather on providing effective customer service. This includes receiving and addressing customer complaints through various channels, managing dissatisfaction proactively to maintain customer loyalty, keeping detailed records of interactions and resolutions, and escalating or redirecting issues as necessary to ensure high standards of customer service and satisfaction are met. Additionally, refining and supervising the processes related to customer orders, shipping, and returns. This involves handling complex orders, addressing any issues that arise during delivery, keeping abreast of and updating systems with information on product availability, expected delivery dates, and price adjustments. It also requires liaising with customers and internal departments to ensure smooth operations, alongside compiling and analyzing data on customer interactions, sales trends, complaints, delivery issues, and the reasons behind product returns, all aimed at elevating the overall customer service experience.

Major Activities

CDA & Pricing Master Data – Customers & Pricing Masters

• To work with Alcon sales reps & Comm Ex teams for timely master data creations
• Monitor data creation and maintenance for effective and efficient system operations.
• Validate requests are in line with SOP
• Ensure KYC is complete for all new accounts created and ensure there are no duplicate record created.
• Ensure Price updates are authorized and updated as per request.
• Perform required data reconciliation – run & monitor master data reports, produce management summary and resolve any identified issues such as duplicates or missing key info and to ensure that accounts setup and maintenance are accurate and complete.
• Ensure all necessary data is available, accurate, compliant and consistent.
• Ensure continuous improvement in master data maintenance – processes, process simplification and compliances- consider recommendations / remediation action as may be required
• Deliver profound administrative services independently in a local and global context
• Ensure service levels align with site requirements
• Manage general administrative tasks and maintain processes, even in the absence of the line manager/team members
• Plan and coordinate administrative procedures and systems, streamlining processes
• Inform, advise, and support the team and associates on departmental processes, guidelines, and services
• Support optimization of current processes and introduce new or modified processes
• Ensure smooth job adjustment for new employees in your area of responsibility
• Supervise colleagues in the administrative area
• Process transactions via telephone, internet, and correspondence from customers and representatives
• Enter and maintain database records of customer profiles and prepare status reports
• Act as a liaison for customers, maintaining knowledge of company products and customer service processes
• Support the end-to-end order management process by interacting with customers, manufacturing sites, and other internal departments
• Handle administrative project tasks with defined content and time limitations
• Participate in administrative projects and manage special tasks
• Develop business plans and implement activities like customer events, sales and marketing campaigns, and sales presentations
• Apply basic scientific analysis principles to solve rudimentary departmental problems
• Manage communication with the sales department and customers

SALES AND BUSINESS SUPPORT

• Extend timely support to Sales team on any price variance and issue fixed with reduced TAT so as to not to hamper the invoice processing.
• Maintain strong professional relationships with relevant internal and external stake holders (ex. Customers, sales and other functionally related groups)
• Liaising with the business on a regular basis to ensure timely query resolution.
• To take up Country specific tasks specific to CDA & pricing role
• Support external /internal audit and internal control reviews. 

AFCM & CLC

• Ensure that effective controls are maintained as required by the AFCM and CLC (Company Level Controls) for Alcon
• Produce periodic metrics and reporting to Management.
• Ensure risks are addressed by adequate controls per internal customer.

Risk awareness

• Raise awareness of key risks and risk response in the organization.
• Coach and strengthen internal control skills within the organization.

Standard Operating Procedures and policies

• Ensure best practice internal control standards (Policies, SOPs) are in place for Alcon
• Contribute to the harmonization of the processes/controls throughout Alcon
• Monitor and test compliance of such standards with Alcon accounting and internal control policies.
• Support sales team queries on timely basis
• Assess current systems for compliance to internal control standards.
• Ad hoc reporting as requested and adherence to all company quality system procedures.

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.

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Alcon is an Equal Opportunity Employer and takes pride in maintaining a diverse environment. We do not 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 status, disability, or any other reason.