Sr. Associate II, Customer Service Support

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 Sr. Associate II, Customer Service Support (Professional Path) is primarily responsible for delivering key sales support services, including training, analysis, and demand planning. You will support sales representatives and channel partners with order processing and returns, provide metrics and reports to the Sales team, and manage financial reporting and accounting requirements.

Specifics Include:

• Manage and resolve blocked and incomplete orders
• Administer billing to ensure orders are invoiced (VXF3, VF04, and V23)
• Maintain tables (Listing/exclusions, CMIR, Output table, License restrictions, etc.)
• Provide back-up for iDOC monitoring and resolve Order-To-Invoice iDOC errors
• Generate the best customer experience for pharmacies and all customers served by Customer Care
• Serve as the first contact line for the sales force, making exhaustive follow-ups on consultations and incidents
• Receive and issue calls to provide personalized service and customer resolution
• Track orders and resolve customer doubts about products, prices, delivery, availability, and features
• Manage order processing for pharmacies, including monthly orders and other operational processes
• Support sales representatives and channel partners in processing orders and returns
• Provide metrics and reports to the Sales team
• Engage healthcare professionals for expense payout
• Collaborate with Customer Care Manager and Customer Care Process Assurance Lead for business and marketing strategy development
• Coordinate the implementation of the value proposition in the pharmacy and the multi-channel engagement plan
• Engage in testing for enhancement requests, process improvements, and large roll-outs
• Create end-user training or work instructions for enhancements and process changes/improvements
• Provide feedback on process efficiency to improve the customer experience
• Advise on the company's value proposition, products, commercial conditions, and added value
• Conduct reporting and analytics to enhance customer knowledge and experience
• Prepare and distribute customer activity reports to management
• Analyze stock situations (Internal stocks and level of stock in the channel by wholesaler) and calculate impact in the pharmacy, communicating to the sales network and the pharmacy for management.

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​.

Qualifications: Associate shall have the appropriate education and experience to successfully perform the responsibilities/activities of this role.