Customer Operations Manager - Mexico City (Impact & Growth)

Alcon; Aguascalientes; On-site; MXN 450,000 - 650,000; Full time

Job summary

Alcon in Mexico City seeks a Customer Operations Manager to lead order management and ensure an exceptional customer experience. You will track orders, resolve inquiries, manage pharmacy order processing and coordinate with the Sales and Sales Support teams to optimize stock and service levels.

The role requires a bachelor’s degree in business-related field and 5–7 years in customer service or order management, with strong Excel skills and English proficiency.

Qualifications

• Bachelor’s degree in business administration or a related field.
• 5-7 years of experience in customer service, order management, sales operations, or similar roles.
• Proficiency in Excel (required); experience with SAP and Salesforce (strongly preferred).
• High proficiency in English communication (speaking, writing, comprehension).
• High energy, strong customer orientation, empathy, and solution-focused in changing environments.

Responsibilities

• Track orders and resolve inquiries to deliver exceptional customer experience.
• Manage order processing for pharmacies and coordinate platform-based actions.
• Collaborate with sales network and supply chain teams to improve efficiency.
• Oversee stock assessments, product replacements, and order processing.
• Monitor and analyze complaints and service requests to prevent recurrence.
• Identify opportunities to improve service levels and harmonize processes with Shared Services.

Skills

English proficiency

Analytical thinking

Team collaboration

Customer service orientation

Education

Bachelor’s degree in Business Administration / related field

Tools

Excel

SAP

Salesforce

Job description

Alcon in Mexico City seeks a Customer Operations Manager to lead order management and ensure an exceptional customer experience. You will track orders, resolve inquiries, manage pharmacy order processing and coordinate with the Sales and Sales Support teams to optimize stock and service levels.

The role requires a bachelor’s degree in business-related field and 5–7 years in customer service or order management, with strong Excel skills and English proficiency.