• Job Description

  Req#: R-2024-36907

  Name:

  Personal Number (where appropriate):

  Job Title: Customer Service Associate

  Department: Vision Care

  Reports to (Function): Customer Operations Manager

  Job Purpose

  To ensure that VC orders and customer queries are correctly and timeously processed in the Customer Operations Division. To represent the product portfolio of Alcon in particular contact lenses and to ensure that consignment billings (Mellins) are completed end to end

  Major Accountabilities

  • Receive and process orders for the VC department using SF CRM
  • Maintain Customer Service functions at all times
  • Complete relevant admin work & reports
  • Follow up on daily queries
  • Maintain the Gen VC email box at all times

  Key Performance Indicators

  Receive and process orders

  • Receive and process incoming orders that come in telephonically, email and reps instructions.
  • Orders must be processed within 24 hours in SAP
  • An OBD (Outbound Delivery) should interface to the 3PL for processing
  • Check all open orders/deliveries on a daily basis to ensure orders are completed
  • All orders to be processed before 15:00 pm for Inland orders & 13h00 for Coastal orders.
  • Key Customer orders to be processed before 12h00 each day to ensure delivery is completed by the next day
  • Release backorders as per spreadsheet shared by Demand Planner on a weekly basis.
  • Customer to be notified via email when order goes onto back order with a back order letter and the rep in copy. Ensure that all orders in mail boxes are completed by the end of the day
  • Check on short picks/zero picks on a daily basis to ensure that there are no delays
  • Ensure that all POs are attached to the orders created in IRIS
  • Follow up on instructions for scrapping & transfer of SNs to ensure that the process is completed end to end
  • Assist Consignment Specialist where necessary with Ad Hoc projects
  • Act as mentor for junior administration within the department

  Maintain Customer Service

  • Attend to customer queries by liaising with the Warehouse, credit controllers and MSR’s.
  • All queries are to be acted upon immediately – liaising with the appropriate person. The relevant managers are to be informed of any unresolved problems. The customer must be called back and notified of the action taken. Liaise with the appropriate people; the relevant managers must be in-formed of any unresolved problems.
  • Arrange SOS deliveries for orders that are required urgently

  Complete relevant admin work and Reports

  • Process credits for price adjustments attaching all the relevant paperwork
  • Prepare open sales report on a weekly basis
  • Ensure that tasks on the Task Board are completed within the deadlines provided

  Job Dimensions (Indicate key facts and figures)

  Subordinate Functions:

  Direct: 0

  Indirect: 0

  Number of Associates:

  Direct: 0

  Indirect: 0

  Financial responsibility (where appropriate):

  Impact on the organisation

  (where appropriate):

  Ideal Background (State the minimum and desirable education and experience level)

  Education:

  Minimum: Relevant tertiary qualification

  Preferred:

  Languages: English

  Experience: +3 year experience in customer operations environment

  • FMCG/Pharma or Med Devices industry experience an advantage
  • Proficient in SAP

  Competency Profile

  Technical Knowledge:

  • Computer literacy in the MS Office Suite – Intermediate Excel
  • Proficient in SAP

  Professional Knowledge:

  Skills/Behaviours:

  • Customer focus
  • Ability to plan, prioritise and execute
  • Communication
  • Teamwork
  • Results oriented
  • Sense of urgency
  • Ability to learn
  • Independent; can work with limited supervision
  • Take ownership and responsibility
  • Resilient
  • Patient
  • Good judgement
  • Attention to detail
  • Confidential & ethical
  • Professional

  Signatures

  ATTENTION: Current Alcon Employee/Contingent Worker

  If you are currently an active employee/contingent worker at Alcon, please click the appropriate link below to apply on the Internal Career site.

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• About the company

  Our mission is to provide innovative vision products that enhance quality of life by helping people see better. From vision research to eye health, learn more at Alcon.com.

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