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

At Alcon, we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly, champion progress, and act with speed as the global leader in eye care. Here, you’ll be recognized for your commitment and contributions and see your career like never before. Together, we go above and beyond to make an impact in the lives of our patients and customers. We foster an inclusive culture and are looking for diverse, talented people to join Alcon

POSITION OVERVIEW:

Responsible for pre-sale and post-sale customer service and support, covering both technical and non-technical assistance across various customer segments including businesses and end-consumers. Tasks include remote customer service through phone, online chat, or text, as well as direct support in call centers and distribution or repair centers. Duties extend to analyzing and resolving customer issues, acting as a mediator between customers and the production or distribution teams for specific orders, and offering both technical and non-technical support in person. Compensation for individuals in this position does not rely on sales targets but rather on providing effective customer service. This includes receiving and addressing customer complaints through various channels, managing dissatisfaction proactively to maintain customer loyalty, keeping detailed records of interactions and resolutions, and escalating or redirecting issues as necessary to ensure high standards of customer service and satisfaction are met. Additionally, refining and supervising the processes related to customer orders, shipping, and returns. This involves handling complex orders, addressing any issues that arise during delivery, keeping abreast of and updating systems with information on product availability, expected delivery dates, and price adjustments. It also requires liaising with customers and internal departments to ensure smooth operations, alongside compiling and analyzing data on customer interactions, sales trends, complaints, delivery issues, and the reasons behind product returns, all aimed at elevating the overall customer service experience.

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 and Cantonese/ Mandarin (To support Hong Kong/ Taiwan market)

• 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

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