Senior Customer Service Associate Senior Customer Service Associate …

Novartis
in Fort Worth, TX, United States
Permanent, Full time
Be the first to apply
Competitive
Novartis
in Fort Worth, TX, United States
Permanent, Full time
Be the first to apply
Competitive
Senior Customer Service Associate


08-Jun-2020

Job ID

296853BR

Job Description

Provide professional and efficient customer service to Alcon customers, consumers, sales force and internal Alcon departments by processing incoming orders, returns, credits, deductions, inquiries and other transactions.

Additional tasks include analytical research i.e. Service Level Analysis, develop and analyse reports, Customer Score Card Analysis, Vendor Managed Inventory, detailed product information, research claims, prepare detailed collection correspondence, special projects as assigned and mentoring new team members.

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 handling sensitive product retrievals.

Handling of Sales Force administrative functions and issues to increase available Sale Force selling time is a critical activity and it can cover a broad range of functions.
Perform account management activities including, but not limited to:
Deduction research claim recovery and resolution
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:
CSR must have general knowledge of the surgical product line.
Participate in post market action.


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. Equal Employment Opportunity Posters: If youd like to view a copy of the Alcons affirmative action plan or policy statement, please email alcon.er@alcon.com.

Posting Title

Sr. Customer Care Associate

Minimum requirements

High School Diploma or equivalent

The ability to fluently read, write, understand and communicate in English

Job Type

Full Time

Country

USA

Work Location

Fort Worth, TX

Functional Area

Sales

Division

ALCON

Business Unit

NON-NVS AL COMMERCIAL NA

Employment Type

Regular

Company/Legal Entity

Alcon Vision, LLC.

EEO Statement

Alcon is an Equal Opportunity Employer and takes pride in maintaining a diverse environment. We do not 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.

Shift Work

No
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