Sr. Customer Care Processing Administrator

1 month ago

Bengaluru, India IN19 Alcon Laboratories (India) Pvt Ltd Company Full time

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: Providing customer service and support via phone, online chat, or text including: •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 Sr. Customer Care Processing Administrator to join our Customer Service Team. As a Sr. Customer Care Processing Administrator you will act as a guide for Customer Care Processing Administrator (CCPA) by harmonizing the initiatives of a high volume, fast-paced customer service organization. Contribute to program development, team-building activities, modernize processes, system evaluation, performance analysis, feedback/coaching, training, core competency assessments, and supervisory back-up (while understanding the need for confidentiality and handling of sensitive issues/situations).

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

Transform the status quo by collaborating with both internal and external stakeholders by standing up processes that are agile and efficient.

Scout emerging talent with proficiencies that are competent to withstand transformative technologies.

Maximize communication with associates and leadership to drive solutions and outcomes.

Operationalize the Manager’s vision to achieve organizational goals and act a delegate manager (when Manager is unavailable, on special projects, assessment, and feedback).

Promote and guide a team environment by exemplifying Customer Service Core Values, through coaching, mentoring, and performing 1:1s with associates.

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

Deliver best in class training through mentorship, coaching, and meeting cordination

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

Excellent written and verbal communication skills for coordinating teams

A drive to learn and master new technologies and techniques

An open, respectful, and empathetic resource, that enjoys working in a dynamic, cross-functional team environment; able to respect other points of view and put the good of the organization ahead of personal interests.

Work hours: Varied U.S. daytime hours Monday-Friday

Travel Requirements: N/A

Relocation assistance: No

Sponsorship available: No

Preferred Experience and Qualifications:

Proficient in MS Office Suite

Proven leadership experience

General technical and analytical competencies

Higher Education Experience Preferred, i.e. university, college, technical, and/or vocational school

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

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

Employment Scams:  Alcon is aware of employment scams which make false use of our company name or leader’s names to defraud job seekers. Alcon does not offer any positions without interview and never asks candidates for money. All our current job openings are displayed here on the Careers section of our website, where you can search for open positions and apply directly.

If you have encountered a job posting or been approached with a job offer that you suspect may be fraudulent, we strongly recommend you do not respond, send money or personal information, and check our website for current job openings.

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