Associate I, Customer Service (Order Management - ANZ & SG)

At Alcon, we are inspired by the meaningful work we do to help people see brilliantly. As the global leader in eye care, we boldly innovate, champion progress, and act with speed. We recognize and celebrate the contributions of our people, offering career opportunities that empower growth and fulfillment. Together, we go above and beyond to make a lasting impact on the lives of our patients and customers. We cultivate an inclusive culture and invite diverse, talented individuals to join us in shaping the future of eye care.

POSITION OVERVIEW: 

This role is part of Alcon's Sales & Sales Support function, a team that helps provide access to products across all channels in an effort to drive customer satisfaction with eye care professionals to help people see brilliantly.The Associate I, Customer Service (Professional Path) is primarily responsible for ensuring timely and accurate processing of orders and customer queries in the Customer Operations Division. You will deliver high-quality service, manage customer issues, maintain product knowledge, and contribute to the Sales and Marketing team.

KEY RESPONSIBILITIES: 

Order Management

• Oversee end-to-end order processing, including intake, validation, modification, and closure, Sales, Return, Sample, Demo, Equipment, etc.

• Ensure all orders are processed accurately and in alignment with internal policies and service standards

• Manage backorder communications with customer and sales team

• Monitor order status throughout the order-to-delivery cycle

• Identify delays, risks, or bottlenecks and proactively ensure timely resolution

• Maintain compliance with SLAs, delivery commitments, and operational KPI

Process Improvement & Cross-functional Projects

• Participate in process improvement initiatives across Order Management, Customer Service, and Supply Chain

• Identify opportunities for automation, workflow optimization, and enhanced data accuracy

• Support global and regional projects focused on digitalization, system enhancements, and operational excellence

WHAT YOU'LL BRING TO ALCON:

• Bachelor’s degree in business or related field

• Proficient in English

• 1-5 years’ experience in Customer Service / Order Management / Medical device field

• Strong ERP and operational expertise

• Preferred projects experience related to Supply Chain Management

• Customer‑focused, detail‑oriented, and proactive

How You Can Thrive at Alcon:

• Opportunity to work with a leading global medical device company

• Collaborate with a diverse and talented team in a supportive work environment

• Competitive compensation package and comprehensive benefits

• Continuous learning and development opportunities

ALCON Careers 

See your impact at alcon.com/careers

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