Customer Service Supervisor, Order Management (HK & KR)

Alcon; Selangor; On-site; MYR 80,000 - 120,000; Full time

Job summary

Alcon is seeking a Supervisor, Customer Service (Order Management – HK & KR) to lead pre-sale and post-sale support across channels, ensuring accurate order processing, timely deliveries, and effective issue resolution for pharmacies and end customers.

You will collaborate with the Sales team, Customer Care Manager, and third-party warehouses to optimize orders, returns, and stock visibility while maintaining GxP/SOP compliance.

Qualifications

• Experience delivering exceptional customer experiences through deep knowledge of products.
• Ability to manage orders and returns, including coordination with pharmacies and third-party warehouses.
• Strong communication skills to liaise with sales force and healthcare professionals.

Responsibilities

• Generate the best customer experience through deep customer knowledge and personalized attention.
• Serve as the first contact line for the sales force and follow up on consultations and incidents.
• Provide information on value proposition, products, and commercial conditions.
• Support sales representatives in processing orders and returns, including pharmacy orders and third-party logistics.
• Track orders and resolve inquiries about products, prices, delivery, availability, and features.
• Collaborate with Customer Care Manager to improve processes and ensure SOPs and GxP compliance.

Skills

Customer service

Order management

Communication

Data analysis

Job description

Alcon is seeking a Supervisor, Customer Service (Order Management – HK & KR) to lead pre-sale and post-sale support across channels, ensuring accurate order processing, timely deliveries, and effective issue resolution for pharmacies and end customers.

You will collaborate with the Sales team, Customer Care Manager, and third-party warehouses to optimize orders, returns, and stock visibility while maintaining GxP/SOP compliance.