Job details

Sr. Customer Care Advocate I

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, dedicated people to join Alcon. We are looking for a Sr. Customer Care Advocate I to join our Customer Service team in Fort Worth, TX. As a Customer Care Advocate I, you are responsible for General Customer Service that includes post-sale technical and/or non-technical customer service and support across multiple sub-families for business and/or end-consumer customers.

In this role, a typical day will include:

Provide professional and efficient customer service to Alcon customers, consumers, sales force, and internal Alcon departments by processing incoming orders, returns, credits, disputes, inquiries, and other transactions.
Support digital transformation through promotion of digital tools and digital services.
Proactively promote effortless customer experiences through collaboration with customers and internal stakeholders.
Additional tasks include analytical research i.e. Service Level Analysis, develop and analyze reports, detailed product information, prepare detailed correspondence, special projects as assigned, and mentoring new team members.
Must be able to collaborate within a highly dynamic and ever-evolving team ecosystem.
Must be able to quickly respond to changes in the job such as changes in processes and procedures, incorporating new product line knowledge, and professionally working in the grey to handle sensitive occurrences.
Perform account management activities including, but not limited to:
- Creating & processing product returns
- Order discrepancy claims
- Credit order processing
Perform order management activities including, but not limited to:
- Purchase order processing: EDI, telephone, fax
- Unavailable product review
- Order resets
Handle shipping issues including, but not limited to:
- Proof of delivery verification
- Issuing call tags
- Expedited shipping requests.
- Order issues resolution: shortages, overages, damages. and late deliveries
Field customer calls including, but not limited to:
- Answering inbound calls from customers, and various other internal departments
- Case initiation and resolution
- Making outbound calls to customers, and various other internal departments
Perform product management activities including, but not limited to:
- CCA must have general knowledge of the vision care product line.

Key Requirements/Minimum Qualifications

High School Diploma or equivalent
The ability to fluently read, write, understand, and communicate in English.
3 years of Relevant Experience
Work hours: Varied daytime hours Monday-Friday
Travel Requirements: N/A
Relocation assistance: No
Sponsorship available: No

How you can thrive at Alcon:

See your career like never before with focused growth and development opportunities.
Join Alcon’s mission to provide outstanding, innovative products and solutions to improve sight, improve lives, and grow your career!
Alcon provides robust benefits package including health, life, retirement, flexible time off for exempt associates, PTO for hourly associates, and much more!

Preferred Experience and Qualifications:

Proficient in MS Office suite
General technical and analytical competencies

Alcon is an Equal Opportunity Employer and participates in E-Verify. Alcon 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. Alcon is also committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please send an email to alcon.recruitment@alcon.com and let us know the nature of your request and your contact information.

Alcon Glassdoor Company Review

3.8

Alcon DE&I Review

No rating

CEO of Alcon

David J Endicott

Approve of CEO

Average salary estimate

$43437 / ANNUAL (est.)

min

max

$38K

$50K

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