Supervisor, Customer Service (Order Management – ANZ & SG)

• Lead and supervise customer service operations for ANZ & Singapore markets to deliver exceptional customer experiences and achieve service level targets.

• Act as the primary escalation point for customer inquiries, complaints, delivery issues, and complex order management cases.

• Support sales teams and channel partners with order processing, returns management, and customer-related activities.

• Monitor and oversee order fulfillment processes, ensuring orders are processed accurately and delivered within agreed timelines.

• Collaborate with third-party logistics providers, warehouses, and forwarders to ensure efficient order and delivery execution.

• Provide guidance on product availability, pricing, commercial conditions, and customer support solutions.

• Manage customer returns, including expired products and inventory rotation-related issues.

• Analyze customer feedback, complaints, service trends, and operational data to identify opportunities for service improvements.

• Prepare and deliver operational reports, customer metrics, and performance insights to management and commercial teams.

• Support implementation of customer engagement initiatives and value-added services to strengthen customer satisfaction and loyalty.

• Oversee daily customer service activities, order processing workflows, and resolution of customer issues.

• Monitor order status, backorders, delivery performance, inventory availability, and fulfillment risks.

• Ensure timely response to customer inquiries received through phone, email, and other communication channels.

• Coordinate with Sales, Supply Chain, Finance, Logistics, and other internal teams to resolve operational issues.

• Supervise and coach customer service team members to maintain service quality and operational efficiency.

• Track and analyze service KPIs, order accuracy, complaint trends, and customer satisfaction metrics.

• Maintain accurate customer records and ensure proper documentation of customer interactions and issue resolutions.

• Identify process gaps and drive continuous improvement initiatives to enhance customer experience and operational effectiveness.

• Support business continuity and provide coverage for critical customer service activities when required.

• Communicate effectively with stakeholders regarding service disruptions, supply constraints, product availability, and order updates.

• Ensure all customer service processes are documented, maintained, and executed in accordance with company policies and global standards.

• Maintain compliance with GxP requirements, Standard Operating Procedures (SOPs), and quality management systems.

• Ensure accurate, complete, and auditable records are maintained for customer orders, complaints, returns, and service activities.

• Support internal audits, regulatory inspections, and compliance-related activities.

• Complete all required compliance, quality, and regulatory training within established timelines.

• Identify compliance risks and support implementation of corrective and preventive actions.

• Promote a culture of quality, accountability, and continuous improvement within the customer service organization.

• Lead, coach, and develop customer service team members to achieve operational and performance objectives.

• Foster a collaborative, inclusive, and customer-focused team environment.

• Conduct performance reviews, provide ongoing feedback, and support professional development plans.

• Drive employee engagement and encourage knowledge sharing, teamwork, and continuous learning.

• Support change management initiatives, process transitions, and organizational transformation activities.

• Collaborate closely with regional and global stakeholders to align customer service strategies and objectives.

• Promote Alcon values and behaviors through effective leadership and role modeling.

(minimum/desirable)

• Bachelor's Degree in Business Administration, Supply Chain Management, Logistics, Operations Management, Customer Service, or related field.

• Professional certifications related to Customer Service, Supply Chain, Operations Management, or Leadership are an added advantage.

• Fluent in written and spoken English (mandatory).

• Additional language capabilities supporting regional operations are an advantage.

• 5+ years of experience in Customer Service, Order Management, Supply Chain Operations, or related functions.

• Prior supervisory or team leadership experience within a customer service environment.

• Strong knowledge of order-to-cash processes, customer operations, returns management, and service delivery.

• Experience collaborating with cross-functional teams including Sales, Supply Chain, Finance, Logistics, and external service providers.

• Proven track record of driving process improvements and achieving customer service performance targets.

• Experience working in healthcare, medical device, pharmaceutical, or other regulated industries is preferred.

• SAP ERP or equivalent order management system experience.

• Proficiency in Microsoft Excel, PowerPoint, and reporting tools.

• Strong analytical and reporting capabilities.

• Knowledge of customer service metrics, KPI management, and performance reporting.

• Experience with CRM platforms and customer support systems is an advantage.

• Strong customer-centric mindset with a commitment to service excellence.

• Excellent leadership, coaching, and stakeholder management skills.

• Strong analytical and problem-solving capabilities.

• Effective communication and interpersonal skills.

• Ability to work in a fast-paced environment and manage multiple priorities.

• Proactive, adaptable, and results-oriented with a continuous improvement mindset.

• Strong attention to detail and commitment to operational excellence.

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