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 regions. The role involves handling technical and non‑technical inquiries, ensuring smooth order processing, and maintaining high levels of customer satisfaction.

Key responsibilities

• Manage end‑to‑end order processing, including intake, validation, modification, and closure for sales, returns, samples, demos, and equipment.
• Communicate backorder status with customers and sales teams, monitoring order progress throughout the delivery cycle.
• Identify and resolve delays, risks, or bottlenecks to meet service level agreements and operational KPIs.
• Handle customer complaints via phone, chat, or text, escalating issues when necessary to preserve loyalty.
• Maintain detailed records of interactions, resolutions, and order status in internal systems.
• Participate in process‑improvement initiatives across order management, customer service, and supply chain functions.
• Compile and analyse data on customer interactions, sales trends, delivery issues, and product returns to drive service enhancements.

Required profile

• Strong communication skills with the ability to interact effectively with customers and internal teams.
• Excellent problem‑solving aptitude and attention to detail.
• Ability to work in a fast‑paced environment and manage multiple priorities.
• Customer‑focused mindset with a commitment to delivering high‑quality service.

Required skills