Associate II, Customer Service

At Alcon, we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly, champion progress, and act with speed as the global leader in eye care. Here, you'll be recognized for your commitment and contributions and see your career like never before. Together, we go above and beyond to make an impact in the lives of our patients and customers.

We foster an inclusive culture and are looking for diverse, talented people to join Alcon. As an Associate II supporting Customer Service for Alcon, you will be trusted to enhance the customer experience by delivering purposeful and thoughtful approaches to customer problems with clear, consistent communication. In this role, a typical day will include:

• Accurately and efficiently process, release, and track orders in all available platforms.
• Remain current on all products, processes, policies, and procedures.
• Collaborate with Customers and internal partners to answer questions on product availability, ETA, and to resolve complex inquiries.
• Effectively use multiple tools and resources to resolve inquiries within our defined service standards
• Take a pro-active role and identifying and reporting areas of continuing client concerns (trends) and make recommendations to help develop and implement strategies to resolve the issues to improve the service experience.
• Recommend resolutions to issues and initiate within guidelines.
• Actioning specific customer facing initiatives that may vary in timelines and expectations
• Supporting outbound campaign to provide value-added services to our internal/external customers.  i.e.: increasing digital footprint, pro-active measures for specific project initiatives which could include analytical research i.e. Service Level Analysis, Customer Score Card Analysis and inventory management. 

• Education Minimum: Secondary School Diploma, Preferred Bachelor's Degree or Post-Secondary Diploma
• Excellent written and verbal communication skills and interpersonal relationship skills. Ability to interact with individuals at all levels of the organization.
• Experience and curiosity to learn and work with different web-based technologies (Salesforce, EDI, ERP and Online ordering).
• Excellent customer service skills with ability to negotiate and resolve demanding situations. Diligent, thorough, and detail oriented.
• Critical thinking and challenging status quo.
• Ability to work independently and in cross-functional team environment. Shows good judgment, understands departmental guidelines, and can effectively communicate to business while still maintaining a spirit of collaboration and partnership with stakeholders.
• Adapts to change and strives for continuous improvement.
• Ability to write and communicate in French is preferred.
• Computer/System Requirements: Proficient in all MS Office Suite with preferred knowledge of ERP, Salesforce, and EDI. Ability and willingness to learn new computer systems and software.
• Must have flexibility to work between the hours of 8 AM – 6 PM local time. (Exact schedule may differ within these hours.)

• Join Alcon's mission to provide top-tier, innovative products and solutions to enhance sight & enhance lives.
• Grow your career in a highly collaborative and diverse environment.
• Alcon provides robust benefits package including health, life, retirement, paid time off, and much more

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Alcon Canada Inc. is proud to provide employment accommodation during the recruitment process. Should you require any accommodations, please notify us if you are contacted for a job interview.