Supervisor, Customer Service (Order Management - Japanese Speaker)

At Alcon, we are inspired by the meaningful work we do to help people see brilliantly. As the global leader in eye care, we boldly innovate, champion progress, and act with speed. We recognize and celebrate the contributions of our people, offering career opportunities that empower growth and fulfillment. Together, we go above and beyond to make a lasting impact on the lives of our patients and customers. We cultivate an inclusive culture and invite diverse, talented individuals to join us in shaping the future of eye care.

POSITION OVERVIEW:

Responsible for leading pre-sale and post-sale customer service and support, providing both technical and non-technical assistance to business and consumer customers across multiple channels, including phone, chat, text, call centers, distribution centers, repair centers, and face-to-face interactions. 
Collaborate with internal teams and external partners to deliver seamless end-to-end customer service operations. Act as the key liaison between customers and cross-functional teams, including sales, production, logistics, and distribution, to resolve inquiries, complaints, and order-related issues while ensuring timely and accurate fulfillment. Manage customer escalations, maintain accurate records of interactions and resolutions, and uphold service quality and customer satisfaction standards.

Oversee and continuously improve customer order, shipping, delivery, and returns processes, including handling complex orders, resolving delivery issues, monitoring product availability, and coordinating with relevant stakeholders to ensure smooth operations.

Analyze customer interactions, sales trends, complaints, delivery performance, and return data to identify root causes and drive continuous improvements in customer experience, service quality, and operational efficiency.

Lead and develop a customer service team through performance management, coaching, training, workforce planning, and process standardization. Foster a customer-centric culture, promote cross-functional collaboration, and lead continuous improvement initiatives to achieve operational excellence, customer satisfaction, and business objectives.
 

KEY RESPONSIBILITIES:

Order Management and Compliance

• Manage end-to-end order operations, including sales, returns, samples, demos, equipment, and platform orders, ensuring accurate processing, validation, fulfillment, modification, and closure in compliance with internal policies, business rules, SLAs, and regulatory requirements.

• Monitor order status throughout the order-to-delivery cycle, proactively managing backorders, delivery issues, stock availability, pricing updates, and order-related exceptions to ensure timely resolution.

• Coordinate with third-party warehouses, forwarders, wholesalers, pharmacies, sales teams, and internal stakeholders to ensure seamless order fulfillment and delivery execution.

• Analyze stock positions across internal inventories and distribution channels, assess business impact, and support inventory management activities.

• Utilize order management and customer relationship management systems such as SAP, BOTs, Salesforce (SFDC), OCR technology and automation tools to improve operational efficiency and accuracy.

• Ensure compliance with GxP regulations, SOPs, quality standards, documentation requirements, and audit readiness.

Customer Inquiry Handling

• Deliver exceptional pre-sale and post-sale customer service by providing technical and non-technical support to customers, healthcare professionals, sales teams, channel partners, and external stakeholders.

• Serve as the primary point of contact for customer inquiries, complaints, claims, consultations, and issue resolution across multiple communication channels, including phone, email, chat, and other digital platforms.

• Provide accurate information and guidance on products, pricing, commercial terms, availability, delivery timelines, and the organization's value proposition.

• Act as a key liaison between customers, sales teams, and cross-functional departments to resolve inquiries, manage escalations, and maintain high levels of customer satisfaction and loyalty.

• Support healthcare professional engagement activities, including expense payout coordination and customer relationship management.

Reporting & Documentation

• Maintain accurate and complete records of customer interactions, inquiries, complaints, resolutions, and order activities in accordance with company policies and compliance requirements.

• Prepare and provide customer service metrics, operational reports, trend analyses, and business insights to management and sales teams.

• Develop, update, and maintain work instructions, process documentation, training materials, and operational manuals to support consistency, audit readiness, and knowledge management.

• Collect, consolidate, and analyze customer feedback, inquiry trends, complaints, delivery performance, and return reasons to support decision-making and service improvements.

Continuous Improvement & Cross-Functional Projects

• Analyze customer feedback, service performance, operational data, sales trends, stock levels, and process gaps to identify root causes and improvement opportunities.

• Drive continuous improvement initiatives to enhance customer experience, operational efficiency, service quality, and business performance.

• Collaborate with Customer Care, Sales, Marketing, Supply Chain, Logistics, Quality, and other cross-functional teams to implement process enhancements and business initiatives.

• Support the implementation of customer value propositions, customer engagement programs, and multichannel strategies.

• Participate in troubleshooting operational issues, managing change initiatives, and supporting projects that improve business processes, compliance, and customer outcomes.

• Promote a culture of continuous improvement, customer centricity, quality, and operational excellence across the organization.

HOW YOU CAN THRIVE AT ALCON:

Education*:

• University degree or equivalent.

Languages:

• Business level conversational. read and writing skills in Japanese and English

Experience/Professional Requirement:

• Experience as team leader or manager is preferred.

• Min 6 years’ experience as a Customer Service/Support Specialist or similar CS role with Customer-focused and results-driven, with a strong sense of ownership and accountability.

• Excellent communication, analytical, and observation skills with strong situational assessment capabilities.

• Experienced in handling complex and challenging cases with professionalism and patience.

• Self-motivated and proactive, with the ability to adapt quickly in fast-paced operational environments.

• Effective multitasker with excellent time management, prioritization, and deadline adherence.

• High attention to detail, ensuring data accuracy, consistency, and efficient information processing.

• Flexible to support Japan working hours and extended hours during month-end closing.

• Strong IT skills – SAP, Advance Excel and Salesforce.

Preferred

• Team management

• Study and work experience in Japan

• Experience Job Transfer working with Japanese

• SAP/Salesforce/SharePoint/Microsoft Office tools

HOW YOU CAN THRIVE AT ALCON:

• Opportunity to work with a leading global medical device company

• Collaborate with a diverse and talented team in a supportive work environment

• Competitive compensation package and comprehensive benefits

• Continuous learning and development opportunities

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