Supervisor, Customer Service (Order Management - Japanese Speaker)

About the role

Alcon is seeking a bilingual Japanese‑speaking Supervisor to lead its Customer Service and Order Management team in Selangor. The role oversees pre‑sale and post‑sale support, ensuring seamless order processing, shipping, delivery and returns for both business and consumer customers.

Key responsibilities

• Manage end‑to‑end order operations, including sales, returns, samples, demos and equipment, while complying with internal policies and SLAs.
• Monitor order status, proactively address back‑orders, delivery issues, stock availability and pricing updates.
• Coordinate with third‑party warehouses, forwarders, wholesalers, sales teams and internal stakeholders to guarantee smooth fulfillment.
• Act as liaison between customers and cross‑functional teams (sales, production, logistics, distribution) to resolve inquiries, complaints and escalations.
• Analyze customer interactions, sales trends and return data to identify root causes and drive continuous improvement.
• Lead, coach and develop the customer service team through performance management, training and workforce planning.

Required profile

• Fluent in Japanese and English, both written and spoken.
• Strong experience in customer service, order management or logistics environments.
• Excellent communication and problem‑solving abilities.
• Proven ability to lead a team and foster a customer‑centric culture.

Required skills