Senior Customer Experience & Order Management Lead

alcon; Kuala Selangor; On-site; MYR 60,000 - 90,000; Full time

Job summary

Alcon is seeking a Supervisor, Customer Service to lead pre-sale and post-sale support across HK & KR. You will ensure exceptional customer experiences through deep product knowledge and proactive issue resolution.

You’ll oversee order processing, deliveries, returns, and coordination with pharmacies, warehouses, and field teams, while maintaining accurate records and complying with SOPs and GxP standards. Join a global eye care leader focused on patient outcomes, with opportunities to influence

Responsibilities

• Generate the best customer experience through deep customer knowledge and personalized attention
• Act as the first contact line for the sales force, following up on client consultations and incidents
• Provide advice and information on the company's value proposition, products, commercial conditions, and added value
• Support sales representatives and channel partners in processing orders and returns, including managing orders for pharmacies
• Track orders and resolve customer inquiries about products, prices, delivery, availability, and features
• Receive and issue calls for personalized customer service and resolution
• Engage healthcare professionals for expense payout
• Collaborate with the Customer Care Manager and related leads to develop business strategy
• Provide metrics and reports to the Sales team
• Record and analyze information to enhance customer knowledge and experience, and feedback on processes
• Manage returns due to expired products and lack of rotation
• Process and track platform orders, including start date, end date, replacement
• Analyze stock situations and communicate with the sales network and pharmacy for stock management
• Coordinate the value proposition and multi-channel engagement plan in the pharmacy
• Adhere to GxP regulations and SOPs with thorough documentation

Job description

Alcon is seeking a Supervisor, Customer Service to lead pre-sale and post-sale support across HK & KR. You will ensure exceptional customer experiences through deep product knowledge and proactive issue resolution.

You’ll oversee order processing, deliveries, returns, and coordination with pharmacies, warehouses, and field teams, while maintaining accurate records and complying with SOPs and GxP standards. Join a global eye care leader focused on patient outcomes, with opportunities to influence