Associate I, Customer Service (Order Management - Mandarin Speaker)

About the role

Alcon is seeking an Associate I to provide pre‑sale and post‑sale customer service for order management. The role supports both technical and non‑technical inquiries for business and consumer customers, with a focus on Mandarin‑speaking clients.

Key responsibilities

• Manage end‑to‑end order processing, including intake, validation, modification, and closure for sales, returns, samples, demos, and equipment.
• Communicate backorder status to customers and sales teams, monitor order progress, and resolve delays or bottlenecks.
• Maintain compliance with service level agreements, delivery commitments, and operational KPIs.
• Handle customer complaints via phone, chat, or text, record interactions, and escalate issues as needed.
• Support process‑improvement initiatives across order management, customer service, and supply chain.

Required profile

• Fluent Mandarin speaker with strong written and verbal English skills.
• Experience in customer service or order management, preferably in a call‑center or distribution environment.
• Ability to analyze customer issues, maintain detailed records, and work collaboratively with production and distribution teams.

Required skills

What we offer

• Opportunity to work for a global leader in eye care.
• Career development in a diverse and inclusive environment.