Customer Care Advocate

Summary of Position:
General Customer Service includes post-sale technical and/or non-technical customer service and support across multiple sub-families for business and/or end-consumer customers including: Remote Customer Service: -Call center-based customer support in response to a high volume of low complexity inquiries -Customer issues analysis and resolution (typically performed in an office environment) in response to a lower volume of higher complexity inquiries Distribution Center Customer Service: Performed in a distribution center, product returns/repair center, or field walk-in customer service facility including: -Acting as liaison between customers, production and distribution departments related to specific customer orders -Providing technical and non-technical customer support in a walk-in service center Incumbents matching to this specialization are not compensated based on achievement of sales targets.

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, dedicated people to join Alcon. We are looking for a Customer Care Advocate to join our Customer Service Team. As a Customer Care Advocate, you are responsible for General Customer Service that includes post-sale technical and/or non-technical customer service and support across multiple sub-families for the business.

Key Responsibilities:
- Provide professional and efficient service to Alcon Customers, Sales Force, and internal Alcon departments by processing incoming orders and other transactions- Support digital transformation through promotion of digital tools and digital services- Proactively promote effortless customer experiences through collaboration with customers and internal stakeholders- Additional tasks include: research, examine and analyze dashboards, detailed product information, prepare correspondences, and mentoring new team members- Must be able to collaborate within a highly dynamic and ever-evolving team ecosystem- Must be able to quickly respond to changes in the job such as changes in processes and procedures, incorporating new product line knowledge, and professionally working in the grey to handle sensitive occurrences

Perform order management activities including, but not limited to:
- Purchase order processing: EDI, automated orders- Unavailable product review- New product launches- Handle expedited and time-sensitive shipping requests- Adhere to performance KPIs and metrics

Field customer interactions including, but not limited to:
- Answering inbound written inquiries, and various other internal departments- Making outbound written interactions to customers, and various other internal departments- Adhere to performance KPIs and metrics

Key Requirements/Minimum Qualifications:
- Graduate- The ability to fluently read, write, understand, and communicate in English- Work hours: Varied U.S. daytime hours Monday-Friday- Travel Requirements: N/A- Relocation assistance: No- Sponsorship available: No

How you can thrive at Alcon:
- See your career like never before with focused growth and development opportunities.- Join Alcon’s mission to provide outstanding, innovative products and solutions to improve sight, improve lives, and grow your career- Alcon provides robust benefits package including health, life, retirement, flexible time off for exempt associates, PTO for hourly associates, and much more

Preferred Experience and Qualifications:
- Proficient in MS Office Suite- General technical and analytical competencies- Higher Education Experience Preferred, i.e. university, college, technical, and/or vocational school

Work hours: 5:30 PM to 3:30 AM IST

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Alcon is an Equal Opportunity Employer and takes pride in maintaining a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity, marital status, disability, or any other reason.