Expires soon SANDOZ

Customer Service Representative - 12 months contract

  • Sydney (Sydney)
  • Administration

Job description

Job Description

The Customer Service Representative 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.

PRIMARY ACCOUNTABILITIES: The Customer Service Department provides key services on behalf of the Surgical and Vision Care divisions and the Finance department in relation to product supply and invoicing, promotions, payment options, and pricing and from a customer service perspective is often the face of these areas of the business. Customer Service is located in our head office in Macquarie Park and is equipped with various business systems to facilitate the provision of customer service.

DUTIES AND RESPONSIBILITIES:
• 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.
• Uses the JD Edwards (JDE) and ASW Enterprise Resource Programmes (ERP) to enter customer orders, perform enquiries, and run basic reports.
• Maintains customer relationship (SALSA) and consignment management (MCMS) databases to provide service level data and assist in inventory control for intra ocular lenses (IOLs).
• Contributes to achieving a helpful and effective environment for customers and staff by ensuring timely and accurate resolution of problems/issues/enquiries by telephone, fax, mail, and email. This requires a high level of knowledge and understanding of Alcon, Alcon’s products, Alcon’s supply chain, relevant financial information and Customer Service policies and procedures in order to be able to give interpretations and advice.
• 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.
• Achieve individual and department quality, service and efficiency KPIs which include call pick up time, order entry accuracy and order processing time.
• Continuously access information sources, communications and training to update knowledge and to ensure information and procedures are current and delivered seamlessly and consistently in the Department and actively participate in the identification and development of service level improvements.
• Liaise closely with the sales teams to provide high quality information regarding sales opportunities, customer complaints or competitor behavior.
Position Title

Customer Service Representative - 12 months contract

Desired profile

Minimum requirements

• Higher School Certificate (HSC)
• A working knowledge of Microsoft Office applications English
• Two years Customer Service or Call Centre experience
• Accurate and quick data processing skills
Job Type

Full Time
Country

Australia
Work Location

Sydney
Functional Area

Sales
Division

ALCON
Business Unit

MFG/TECH OPERATIONS AL
Employment Type

Temporary
Company/Legal Entity

ALCON AUS

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