Associate I, Customer Service (Order Management - ANZ & SG)

About the role

Alcon is seeking an Associate I to provide pre‑sale and post‑sale customer service and order management support for the ANZ and Singapore markets. The role involves handling technical and non‑technical inquiries, processing orders, and ensuring a high level of customer satisfaction.

Key responsibilities

• Oversee end‑to‑end order processing, including intake, validation, modification, and closure for sales, returns, samples, demos and equipment.
• Manage back‑order communications, monitor order status, and proactively resolve delays, risks or bottlenecks.
• Provide remote customer support via phone, chat or text and direct assistance in call‑center or distribution centres.
• Analyze and resolve customer issues, act as a liaison between customers and production or distribution teams, and maintain detailed interaction records.
• Escalate or redirect issues as needed to meet service level agreements and operational KPIs.
• Participate in process‑improvement projects across Order Management, Customer Service and Supply Chain, identifying automation and workflow optimisation opportunities.
• Compile and analyse data on customer interactions, sales trends, complaints, delivery issues and product returns to enhance service quality.

Required profile

• Experience in customer service or order management, preferably in a call‑center or distribution environment.
• Ability to handle both technical and non‑technical inquiries and to mediate between customers and internal teams.
• Strong attention to detail for accurate order entry, record‑keeping and compliance with SLAs.
• Proactive problem‑solving mindset with the capacity to identify and address process inefficiencies.

Required skills