Associate I, Customer Service

alcon; Mississauga; On-site; CAD 34,000 - 55,000; Full time

Job summary

Alcon Canada Inc. is seeking an Associate to support Customer Service at our Mississauga office for a 16-month contract.

You will accurately process, release, and track orders across all platforms while staying current on products, policies and procedures. Collaborate with Customers and internal partners to answer questions on product availability and ETA, resolve inquiries using Salesforce, EDI, ERP and online ordering, and identify trends to drive service improvements.

Qualifications

• Excellent written and verbal communication skills and interpersonal relationship skills.
• Experience with web-based technologies (Salesforce, EDI, ERP and Online ordering).
• Diligent, thorough, and detail oriented.
• Bilingual in English and French required.

Responsibilities

• Process, release, and track orders in all platforms.
• Remain current on products, processes, policies, and procedures.
• Collaborate with Customers and internal partners to answer questions on product availability and ETA.
• Resolve inquiries using multiple tools and resources within service standards.
• Identify trends and report areas of client concerns to improve service experience.
• Elevate specific technical trends and training needs to close process gaps.

Skills

Customer service

Communication skills

Salesforce

EDI

ERP

Bilingual EN/FR

Education

Secondary School Diploma

Bachelor's degree

Tools

MS Office

Salesforce

EDI

ERP

Job description

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. As an Associate supporting Customer Service for Alcon, you will be trusted to enhance the customer experience by delivering purposeful and thoughtful approaches to customer problems with clear, consistent communication at our Mississauga office. This is a 16-month contract position with the potential to extend. In this role, a typical day will include:

• Accurately and efficiently process, release, and track orders in all available platforms.
• Remain current on all products, processes, policies, and procedures.
• Collaborate with Customers and internal partners to answer questions on product availability, ETA, and to resolve complex inquiries.
• Effectively use multiple tools and resources to resolve inquiries within our defined service standards
• Take a proactive role in identifying and reporting areas of continuing client concerns (trends) and make recommendations to help develop and implement strategies to resolve the issues to improve the service experience.
• Identify and elevate specific technical trends and problems to highlight training needs and process gaps.
• Recommend solutions to issues and initiate within guidelines.

WHAT YOU'LL BRING TO ALCON:

• Education Minimum: Secondary School Diploma, Preferred Bachelor's Degree or Post-Secondary Diploma
• Excellent written and verbal communication skills and interpersonal relationship skills. Ability to interact with individuals at all levels of the organization.
• Experience and curiosity to learn and work with different web-based technologies (Salesforce, EDI, ERP and Online ordering).
• Excellent customer service skills with ability to negotiate and resolve demanding situations. Diligent, thorough, and detail oriented.
• Critical thinking and challenging status quo.
• Ability to work independently and in cross-functional team environment. Shows good judgment, understands departmental guidelines, and can effectively communicate to business while still maintaining a spirit of collaboration and partnership with stakeholders.
• Adapts to change and strives for continuous improvement.
• Bilingualism, advanced written and verbal communication in English and French required.
• Computer/System Requirements: Proficient in all MS Office Suite with preferred knowledge of ERP, Salesforce, and EDI. Ability and willingness to learn new computer systems and software.
• Must have flexibility to work between the hours of 8 AM - 6 PM local time. (Exact schedule may differ within these hours.)
• Salary Range: $25.00 - $40.75 CAD per hour. Actual compensation will be based on skills, experience, and qualifications. This is a replacement position.

HOW YOU CAN THRIVE AT ALCON:

• Join Alcon's mission to provide top-tier, innovative products and solutions to enhance sight & enhance lives.
• Grow your career in a highly collaborative and diverse environment.
• Alcon provides robust benefits package including health, life, retirement, paid time off, and much more!

Alcon Careers
See your impact at alcon.com.careers

Alcon Canada Inc. is proud to provide employment accommodation during the recruitment process. Should you require any accommodations, please notify us if you are contacted for a job interview.