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. You will act as the primary point of contact for customers, handling inquiries, complaints, and order issues across multiple channels.

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 ensure timely delivery and compliance with service level agreements.
• Maintain detailed records of customer interactions, complaints, and resolutions, escalating issues when necessary.
• Support process‑improvement initiatives across order management, customer service, and supply‑chain functions.
• Compile and analyze data on customer interactions, sales trends, delivery issues, and product returns to enhance service quality.

Required profile

• Experience in customer service, order management, or related support functions.
• Strong communication skills with the ability to handle complaints and maintain customer loyalty.
• Analytical mindset for tracking order status, identifying issues, and reporting insights.
• Ability to work collaboratively with internal teams such as production, distribution, and supply chain.
• Attention to detail and adherence to internal policies and service standards.

Required skills