Sr. Associate, Customer Service
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Key skills for this role
About the Role
Alcon seeks a Senior Customer Service Specialist in Jeddah to manage order processing, customer inquiries, and operational support for Vision Care and Surgical franchises. The role requires 3+ years of customer service experience, SAP knowledge, and fluency in English and Arabic.
Key Skills for This Role
Responsibilities
- Manage customer orders across multiple channels, including customer and government portals
- Monitor and resolve order issues, backorders, billing queries, returns, and disputes
- Act as key liaison between customers and internal stakeholders to ensure timely issue resolution
- Manage Salesforce queues and ensure service level commitments are met
- Prepare operational reports, dashboards, and performance updates
- Support process improvement initiatives and system enhancements
- Ensure compliance with quality, regulatory, and company standards
Requirements
- Saudi nationality required
- 3+ years of experience in Customer Service, Customer Operations, or Order Management
- Strong SAP knowledge, particularly in Order to Invoice processes
- Advanced Excel and Microsoft Office skills
- Fluency in English and Arabic
- Relevant tertiary qualification or equivalent experience
- Experience in FMCG, Healthcare, Pharmaceutical, or Medical Device industries preferred
- Experience with CRM or case management systems is an advantage
Full Job Posting
Job Overview
- Senior Customer Service Specialist supporting Customer Operations team in Saudi Arabia.
- Manage order processing, customer inquiries, and operational support across Vision Care and Surgical franchises.
- Collaborate with customers, commercial teams, distributors, warehouse, finance, and supply chain partners.
In this role, a typical day will include
- Managing customer orders across multiple channels, including customer and government portals.
- Monitoring and resolving order issues, backorders, billing queries, returns, and disputes.
- Acting as the key liaison between customers and internal stakeholders to ensure timely issue resolution.
- Managing Salesforce queues and ensuring service level commitments are met.
- Preparing operational reports, dashboards, and performance updates.
- Supporting process improvement initiatives and system enhancements.
- Ensuring compliance with quality, regulatory, and company standards.
What You’ll Bring To Alcon
- Relevant tertiary qualification or equivalent experience.
- 3+ years of experience in Customer Service, Customer Operations, or Order Management.
- Experience within FMCG, Healthcare, Pharmaceutical, or Medical Device industries is preferred.
- Proven experience managing end to end order to invoice processes.
- Strong SAP knowledge, particularly in Order to Invoice (OTI) processes.
- Advanced Excel and Microsoft Office skills.
- Experience with CRM or case management systems is an advantage.
- Fluency in English and Arabic.
- Customer focused with strong communication skills.
- Ability to prioritize, problem solve, and work independently.
- High attention to detail and strong sense of ownership.
- Collaborative, resilient, and results driven.
How You Can Thrive At Alcon
- Make a direct impact on customer satisfaction and patient outcomes.
- Join a collaborative team focused on continuous improvement and operational excellence.
- Develop your expertise within a global healthcare leader.
- Grow your career in an environment that values innovation, learning, and professional development.
Additional Notes
- Saudi Nationality and an English CV are required for this role.
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