Supervisor, Customer Service (Order Management – HK & KR)

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

Supervisor, Customer Service (HK & KR)

Job Profile Summary

Responsible for pre-sale and post-sale customer service and support, covering both technical and non-technical assistance across various customer segments including businesses and end-consumers. Tasks include remote customer service through phone, online chat, or text, as well as direct support in call centers and distribution or repair centers. Duties extend to analysing and resolving customer issues, acting as a mediator between customers and the production or distribution teams for specific orders, and offering both technical and non-technical support in person. Compensation for individuals in this position does not rely on sales targets but rather on providing effective customer service. This includes receiving and addressing customer complaints through various channels, managing dissatisfaction proactively to maintain customer loyalty, keeping detailed records of interactions and resolutions, and escalating or redirecting issues as necessary to ensure high standards of customer service and satisfaction are met. Additionally, refining and supervising the processes related to customer orders, shipping, and returns. This involves handling complex orders, addressing any issues that arise during delivery, keeping abreast of and updating systems with information on product availability, expected delivery dates, and price adjustments. It also requires liaising with customers and internal departments to ensure smooth operations, alongside compiling and analysing data on customer interactions, sales trends, complaints, delivery issues, and the reasons behind product returns, all aimed at elevating the overall customer service experience

Job Description

At Alcon, we're passionate about enhancing sight and helping people see brilliantly. With more than 25,000 associates, we innovate fearlessly, champion progress, and act swiftly to impact global eye health. We foster an inclusive culture, recognizing your contributions and offering opportunities to grow your career like never before. Together, we make a difference in the lives of our patients and customers. Are you ready to join us?

This role is part of Alcon's Sales & Sales Support function, a team that helps provide access to products across all channels in an effort to drive customer satisfaction with eye care professionals to help people see brilliantly. The Supervisor, Customer Service (Management Path) is primarily responsible for delivering exceptional customer experiences through deep customer knowledge and proactive attention. You will be the first point of contact for the sales force, manage order and delivery processes, and ensure customer satisfaction.

Specifics Include

• 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 order processing for pharmacies and supervising the order and delivery process with third-party warehouses and forwarders
• 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 Customer Care Process Assurance Lead, exchanging information as a development strategy for business and marketing
• Provide metrics and reports to the Sales team
• Record and analyze information to enhance customer knowledge and experience, providing feedback on process efficiency to improve customer experience
• Manage returns due to expired products and lack of rotation
• Process and track platform orders, including start date, end date, replacement, and inclusion of new products
• Analyze stock situations: internal stocks, stock levels in the channel by wholesaler, and calculate the impact on the pharmacy, communicating with the sales network and the pharmacy for stock management
• Coordinate the implementation of the value proposition and multi-channel engagement plan in the pharmacy. All associates must adhere to GxP regulations by strictly following Standard Operating Procedures (SOPs), maintaining accurate and complete documentation, ensuring rigorous quality control, and completing all required training. Associates are responsible for meeting their individual job requirements and contributing to the overall compliance of the organization. Compliance with regulatory requirements and a commitment to continuous improvement are essential to our operations.