Customer Service Manager

About the role

The Customer Service Manager will lead the delivery of an exceptional customer experience for Alcon’s eye‑care products in Mexico City. Reporting to the Sales and Sales Support team, you will oversee order processing, coordinate with the sales network, and ensure timely resolution of customer inquiries and complaints.

Key responsibilities

• Coordinate activities to deliver high‑quality customer service and maintain order integrity.
• Receive and process sales orders, prioritize emergency orders, and manage special shipping requests.
• Oversee shipment handling and material delivery to enhance customer satisfaction.
• Determine correct customer accounts for order processing and ensure timely billing.
• Support country strategy by gathering feedback from Commercial Operations and Global Manufacturing & Supply.
• Identify and resolve customer service issues in collaboration with Commercial Operations and GMS.
• Analyze complaints, assign reason codes, and implement preventive actions.
• Collaborate with Shared Services and Product Lifecycle Services to improve efficiency.
• Manage the full process for consignment inventory and review order history to develop action plans.
• Communicate corrections and adjustments to customers following Allocation Committee decisions.
• Enter product complaints into the appropriate database and ensure timely escalation resolution.

Required profile

• Proven experience managing customer service operations within a sales or pharmaceutical environment.
• Strong collaboration skills with sales teams, Commercial Operations, and Global Manufacturing & Supply.
• Ability to analyze order trends, identify service improvement opportunities, and develop action plans.
• Experience handling consignment inventory and coordinating material deliveries.
• Excellent communication skills for interacting with internal stakeholders and external customers.

Required skills