Sr. Associate, Customer Service

Senior Associate, Customer Service – Join Alcon’s Global Eye Care Leadership in Jeddah, KSA

At Alcon, we are committed to transforming lives through innovation in eye care. As the global leader in this vital field, we empower our teams to drive meaningful progress, act with agility, and deliver exceptional results. We are seeking a highly motivated Senior Associate, Customer Service to join our Customer Operations team in Jeddah, Saudi Arabia. In this pivotal role, you will serve as the backbone of our customer experience, ensuring seamless order processing, resolving inquiries, and fostering strong relationships with customers, commercial teams, distributors, and internal stakeholders. Your expertise will directly contribute to our mission of enabling people to see brilliantly while upholding the highest standards of service excellence.

Key Responsibilities

As a Senior Associate, Customer Service, you will be responsible for managing end-to-end customer interactions and operational processes to drive satisfaction and operational efficiency. Your daily responsibilities will include:

• Order Management Excellence: Oversee customer orders across multiple channels, including customer and government portals, ensuring accuracy, timeliness, and compliance with company standards.
• Issue Resolution & Customer Support: Monitor and resolve order-related issues such as backorders, billing queries, returns, and disputes. Act as the primary point of contact for customers, providing timely and effective solutions to enhance their experience.
• Cross-Functional Collaboration: Serve as a liaison between customers and internal teams, including warehouse, finance, supply chain, and commercial partners, to ensure seamless order-to-invoice execution and alignment with business objectives.
• Data Management & Reporting: Utilize Salesforce and other systems to manage queues, track performance metrics, and prepare operational reports, dashboards, and performance updates to support data-driven decision-making.
• Process Improvement & Compliance: Drive continuous improvement initiatives by identifying inefficiencies in order-to-invoice processes and collaborating with stakeholders to implement enhancements. Ensure adherence to quality, regulatory, and company standards at all times.
• System & Tool Proficiency: Leverage advanced tools such as SAP (particularly Order-to-Invoice processes), Microsoft Excel, and CRM or case management systems to streamline operations and improve productivity.

What You Bring to Alcon

To excel in this role, you will possess the following qualifications and competencies:

• Education: A relevant tertiary qualification or equivalent professional experience in customer service, operations, or a related field.
• Experience: Minimum of 3 years in Customer Service, Customer Operations, or Order Management, with a strong background in end-to-end order-to-invoice processes. Experience in FMCG, Healthcare, Pharmaceutical, or Medical Device industries is highly desirable.
• Technical Skills:
  • Proficient in SAP, particularly in Order-to-Invoice (OTI) processes.
  • Advanced proficiency in Microsoft Excel and Office tools.
  • Experience with CRM or case management systems is a plus.
• Language & Communication: Fluency in both English and Arabic, with exceptional written and verbal communication skills to engage effectively with diverse stakeholders.
• Core Competencies:
  • Customer-focused mindset with a strong commitment to delivering outstanding service.
  • Proven ability to prioritize tasks, solve complex problems, and work independently with minimal supervision.
  • Meticulous attention to detail and a high sense of ownership in driving results.
  • Collaborative, resilient, and results-driven approach to achieving operational excellence.

Why Alcon?

Joining Alcon means becoming part of a global healthcare leader dedicated to making a tangible difference in the lives of patients worldwide. As a Senior Associate, Customer Service, you will:

• Impact Lives: Play a direct role in enhancing customer satisfaction and contributing to better patient outcomes through exceptional service.
• Grow Professionally: Develop your expertise within a dynamic, innovative organization that values continuous learning and career advancement.
• Collaborate & Innovate: Work alongside a talented, diverse team committed to operational excellence and driving meaningful change in the eye care industry.
• See Your Impact: Your contributions will be recognized and celebrated as part of Alcon’s mission to help people see brilliantly.

Explore career opportunities and learn more about Alcon’s vision at alcon.com/careers.

Note: This position is open to candidates with Saudi nationality. An English CV is required for application.