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.
Customer Operation Returns and Order Management Specialist with French (fixed term)

In this role, a typical day will include:

• Review and evaluate return requests to ensure they meet company policy criteria.
• Authorize or reject return requests
• Issue Returns Material Authorizations for approved return requests
• Track return shipments to ensure timely receipt and update the system accordingly
• Process credits, refunds, or replacements for returned items
• Manage SFDC case queue
• Track the efficiency of the RMA process and identify improvement opportunities
• Contact with the stakeholders across EMEA region
• Keep monitored trends, root cause, CO impact for customer returns
• Supporting required controls for process effectivnes
• Timely issue identification, resolution, and appropriate escalation with the key business stakeholders.
• Within above scope of responsibility operate according to internal standards, external audit standards, regulatory standards, and legal requirements.
• Enter customer orders into the system, verifying product availability, pricing, and terms.
• Export Orders management for DROM-COM
• Update order status in the system and track shipment progress.
• Provide order confirmation, shipping updates, and delivery notifications to customers.
• Address customer inquiries and concerns promptly, managing order modifications, cancellations, and special requests.
• Maintain a high level of customer satisfaction through proactive communication and problem-solving.
• Cooperation and coordination of activities with correct Function/Team for customer related activities or other topics as agreed.
• Any other duties or projects as requested by the Line Manager commensurate with the grade and level of responsibility for this role, for which associate has the necessary experience and/or training.

• Review and evaluate return requests to ensure they meet company policy criteria.
• Authorize or reject return requests
• Issue Returns Material Authorizations for approved return requests
• Track return shipments to ensure timely receipt and update the system accordingly
• Process credits, refunds, or replacements for returned items
• Manage SFDC case queue
• Track the efficiency of the RMA process and identify improvement opportunities
• Contact with the stakeholders across EMEA region
• Keep monitored trends, root cause, CO impact for customer returns
• Supporting required controls for process effectivnes
• Timely issue identification, resolution, and appropriate escalation with the key business stakeholders.
• Within above scope of responsibility operate according to internal standards, external audit standards, regulatory standards, and legal requirements.
• Enter customer orders into the system, verifying product availability, pricing, and terms.
• Export Orders management for DROM-COM
• Update order status in the system and track shipment progress.
• Provide order confirmation, shipping updates, and delivery notifications to customers.
• Address customer inquiries and concerns promptly, managing order modifications, cancellations, and special requests.
• Maintain a high level of customer satisfaction through proactive communication and problem-solving.
• Cooperation and coordination of activities with correct Function/Team for customer related activities or other topics as agreed.
• Any other duties or projects as requested by the Line Manager commensurate with the grade and level of responsibility for this role, for which associate has the necessary experience and/or training