Supervisor, Customer Service (Order Management - HK & KR Market)

About the role

Alcon is seeking a Supervisor for Customer Service focused on Order Management for the Hong Kong and South Korea markets. The role combines pre‑sale and post‑sale support, handling both technical and non‑technical inquiries across business and consumer segments. You will work from the Selangor site, coordinating remote and on‑site interactions to ensure seamless order processing and high customer satisfaction.

Key responsibilities

• Oversee end‑to‑end order processing, including intake, validation, modification, and closure for sales, returns, samples, demos and equipment.
• Monitor order status throughout the order‑to‑delivery cycle, identify delays or risks, and drive timely resolutions.
• Communicate back‑order information to customers and sales teams, maintaining compliance with service level agreements.
• Handle customer complaints via phone, chat or in‑person, documenting interactions and escalating issues as needed.
• Liaise with production, distribution and logistics teams to resolve order‑related problems and ensure accurate shipping and returns.
• Collect and analyse data on order trends, delivery issues and returns to support continuous improvement initiatives.

Required profile

• Excellent verbal and written communication skills in English.
• Strong analytical mindset with the ability to troubleshoot and resolve issues quickly.
• Customer‑focused attitude and ability to maintain loyalty under pressure.
• Detail‑oriented record‑keeping and documentation skills.
• Proven ability to work collaboratively across multiple internal departments.

Required skills