Customer Service Manager

About the role

Alcon is seeking a Customer Service Manager to lead a high‑performing team that delivers exceptional service to eye‑care professionals and patients. Based in Mexico City, you will ensure order integrity, drive customer satisfaction, and support the company’s mission of helping people see brilliantly.

Key responsibilities

• Coordinate daily activities to guarantee high‑quality customer service and accurate order processing.
• Receive, prioritize, and process sales orders, including emergency and special shipping requests.
• Oversee shipment handling, billing, and consignment inventory management.
• Collaborate with Commercial Operations, Global Manufacturing & Supply, and Shared Services to resolve issues and improve processes.
• Analyze complaints, assign reason codes, and implement preventive actions.
• Gather feedback to support country strategy and continuous improvement initiatives.

Required profile

• Proven experience in customer service or order management within a sales‑support environment.
• Strong collaboration skills with internal stakeholders such as sales, operations, and manufacturing.
• Ability to analyze data, identify trends, and develop action plans.
• Excellent communication skills in English; Spanish is a plus.

Required skills