Customer Service Representative – Vision Care LATAM

Alcon; Ciudad de México; Presencial; MXN 454,000 - 637,000; Jornada completa

Descripción de la vacante

A global leader in eye care is seeking a Customer Service Representative to support our Vision Care Customer Operations team in Mexico City. This role involves processing customer orders and inquiries, ensuring exceptional service and collaboration across teams. The ideal candidate will have a Bachelor's degree, at least 3 years of experience in customer service, and proficiency in Excel. Join us to make a meaningful impact and thrive in a fast-paced environment.

Formación

• 3 years of experience in customer service, order management, sales operations, or similar roles.
• Proficiency in Excel; experience with SAP and Salesforce preferred.
• High energy, strong customer orientation, and solution-focused.

Responsabilidades

• Collaborate with teams to solve order-related issues and ensure on-time delivery across LATAM.
• Receive, validate, and process customer orders, ensuring compliance with governance.
• Manage customer queries regarding pricing, availability, and delivery.

Conocimientos

Customer orientation

Analytical thinking

Communication in English

Educación

Bachelor’s degree in Business Administration, Industrial Engineering, International Business, or related field

Herramientas

Excel

SAP

Salesforce

Descripción del empleo

Mexico City, Onsite

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 a Customer Service Representative supporting our Vision Care Customer Operations team for LATAM, you will ensure the timely and accurate processing of customer orders and inquiries, while delivering an exceptional service experience to internal and external customers. In this role, you will collaborate closely with commercial teams, supply chain, logistics, and finance to secure seamless order-to-delivery execution across the region. A typical day will include:

• Collaborating with commercial teams, planners, and customer operations to solve order-related issues and ensure on-time delivery across LATAM.
• Receiving, validating, and processing customer orders via phone, email, and sales representative instructions, ensuring full compliance with governance and SOPs.
• Managing customer queries regarding pricing, availability, product information, delivery status, and returns, ensuring prompt and professional resolution.
• Reviewing processes, identifying improvement opportunities, and proposing tools to enhance accuracy, efficiency, and customer satisfaction.
• Ensuring all tasks, documentation, and reporting activities meet quality, compliance, and departmental KPIs.

WHAT YOU’LL BRING TO ALCON

• Bachelor’s degree in Business Administration, Industrial Engineering, International Business, or a related field.
• 3 years of experience in customer service, order management, sales operations, or similar roles.
• Proficiency in Excel (required); experience with SAP and Salesforce (strongly preferred).
• Ability to communicate in English (speaking and understanding) for participation in regional and global meetings.
• High energy, strong customer orientation, empathy, and the ability to remain solution-focused under changing environments.
• Critical and analytical thinking, strong attention to detail, and comfort working within governance and compliance frameworks.
• Team-oriented mindset with the ability to co-create solutions, collaborate across cultures, and embrace change.

HOW YOU CAN THRIVE AT ALCON

• Opportunity to generate impact across LATAM, engaging with diverse markets and stakeholders.
• Participation in global projects and potential involvement in quality and continuous improvement certifications.
• A collaborative, fast-paced environment that values innovation, process excellence, and personal development.

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Alcon is an Equal Opportunity Employer and takes pride in maintaining a diverse environment and our policies are not to discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity, marital or veteran status, disability, or any other legally protected status.