Customer Service Rep. Ii

Mexico City

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.

TheCustomer ServiceRepresentative is a member of a team responsible for service excellence with efficient, effective processing of customer orders to enable correct purchase, invoicing and delivery of Alcon product to customers. The Customer Service Representative is also responsible for the provision of Customer Services to Alcon's customers, internal departments, and consumers. The role offers an opportunity to display initiative, a passion for service excellence and to actively demonstrate Alcon's core values. In this role, a typical day will include:

• Reception, handling and management of requests from customers of both franchises.

• Advice to clients in relation to the company's products.

• Visit clients with the commercial representatives.

• Attention to all commercial representatives of both franchises.

• Monitoring of product prices. And confirmation that the price is updated.

• Receive the order of the consignment, process it and generate the replacement of the same.

• Ensure the correct billing of all consignments received. And the correct ringing.

• Responsible for uploading Alcon's invoice to customer portals for timely payment.

• Control of the status and tracking of orders.

• Control the availability of products and their codes.

• Generate quotes to commercial representatives, based on demand.

• Validate and confirm product prices to customers and the sales force.

• Responsible for managing the benefit of sale to employee: receive the request, review of the tax situation to comply with the dictates of the SAT, order processing, contact with the employee to collect or send the product.

• Generate monthly report for the Legal & Compliance area with the data and names of sale to employee

• Responsible for receiving the order of medical samples and processing it with its respective validation of delivery address.

• Control of the internal approvals for the delivery of medical samples.

• Responsible for opening RMA for physical changes.

• Contact the W&D team to notify of possible returns that may exist.

• Facilitate the correct and timely delivery and invoicing of Alcon products and the processing of RANs and credit notes by entering data accurately within Alcon’s business systems. This requires a high level of attention to detail and understanding of Alcon’s systems and business relationships and how to extract or enter appropriate information.

• Liaise closely with the sales teams to provide high quality information regarding sales opportunities, customer complaints or competitor behavior.

• Interprets and communicates relevant pricing/ policy / procedures / changes to customers and staff, ranging from basic enquiries to more complex enquiries including warranty enquiries and Prosthesis rebates.

• Ensure compliance of quality and regulatory standards as well as legal requirements, secure that all processes are well documented in SOPs and in line with the company requirements.

• Maintain the quality of the product and compliance with Good Practices, including timely reporting of any incident or non-conformity related to product quality or Good Practices.

WHAT YOU’LL BRING TO ALCON:

• +3 years of Experience in Customer Service positions.

• Strong knowledge of Microsoft Office, in particular Microsoft Excel (need to be intermediate level).

• SAP System experience desirable.

• Experience in pharma or medical devices industry (plus)

• Academy Requirement: Bachelor's Degree in Marketing, Administration or similar.

• Language: English intermediate

HOW YOU CAN THRIVE AT ALCON:

• Opportunity to join a growing, early-stage organization built within a mature, stable global company.

• Friendly working environment and a diverse and highly motivated team

• Individual career development plan and possible career growth within a newly created account

• Truly international environment and daily interactions with colleagues and stakeholders from all over the world

• Attractive benefits & compensation package

• Flexible hours and remote work possibilities (min 3 days per week office-based)

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Alcon is an Equal Opportunity Employer and takes pride in maintaining a diverse environment and our policies are not to 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 or veteran status, disability, or any other legally protected status.

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