Global Order Management Customer Service Supervisor

Alcon Johor (known as CIBA VISION Johor Sdn. Bhd.); Selangor; On-site; MYR 60,000 - 90,000; Full time

Job summary

Alcon Johor (known as CIBA VISION Johor Sdn. Bhd.) seeks a Supervisor, Customer Service (Order Management – HK & KR) to lead pre-sale and post-sale support across channels.

You will mediate between customers and production/distribution teams, resolve issues, and supervise order, shipping, and returns processes to ensure high customer satisfaction. The role emphasizes data-driven service improvements, SOP adherence, and collaboration with Sales and Customer Care teams to enhance the customer

Qualifications

• Experienced in delivering customer service across multiple channels.
• Capable of managing orders and coordinating delivery/returns.
• Familiar with SOPs and GMP/GxP-like compliance where applicable.

Responsibilities

• Serve as the first contact for customers, providing technical and non-technical support.
• Oversee order processing, shipping, and returns with internal teams and third parties.
• Maintain detailed records of interactions and resolutions to improve service.
• Generate metrics and reports for the Sales team and process improvement.
• Coordinate stock and availability information with warehouses and channels.

Skills

Customer service

Order management

Multichannel support

SOPs

GxP compliance

Tools

CRM software

ERP systems

Job description

Alcon Johor (known as CIBA VISION Johor Sdn. Bhd.) seeks a Supervisor, Customer Service (Order Management – HK & KR) to lead pre-sale and post-sale support across channels.

You will mediate between customers and production/distribution teams, resolve issues, and supervise order, shipping, and returns processes to ensure high customer satisfaction. The role emphasizes data-driven service improvements, SOP adherence, and collaboration with Sales and Customer Care teams to enhance the customer