Associate I, Customer Service (Bilingual)

Alcon MX; Mississauga; On-site; CAD 34,000 - 56,000; Full time

Benefits offered by this job

Health insurance

Life insurance

Retirement plan

Paid time off

Job summary

Alcon Canada Inc. seeks an Associate to support Customer Service at the Mississauga office for a 16-month contract with potential extension.

You will process orders, stay updated on product policies, and collaborate with customers and internal teams to resolve inquiries. Required: secondary education, English/French bilingualism, and strong communication skills; experience with Salesforce, EDI, ERP, and online ordering is preferred.

Qualifications

• Secondary School Diploma; Bachelor's degree or college diploma preferred.
• Excellent written and verbal communication skills.
• Ability to interact with individuals at all levels of the organization.
• Experience with 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.
• Bilingual English and French required.

Responsibilities

• Process, release, and track orders accurately across all platforms.
• Stay current on products, processes, policies, and procedures.
• Collaborate with customers and internal partners to answer questions on availability and ETA, resolving complex inquiries.
• Use multiple tools to resolve inquiries within service standards.
• Identify trends and report areas for service improvements and training needs.

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.

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 resolutions 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.

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.

Benefits:

• Alcon provides robust benefits package including health, life, retirement, paid time off, and much more!

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.

At Alcon, we are committed to helping people see better. We believe patients should have access to quality eye care regardless of their economic circumstances; however, barriers to good eye health exist for patients in both developed and emerging markets. Alcon develops and manufactures innovative devices to serve the full life cycle of eye care needs. Its surgical group is one of the largest makers of equipment used for cataract removal and laser vision correction. Its consumer products include the well-known Opti-Free line of contact lens solutions and related products. Alcon, which was founded in 1945, sells its products in 180 countries worldwide.