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

Overview

At Alcon, we are inspired by the meaningful work we do to help people see brilliantly. As the global leader in eye care, we boldly innovate, champion progress, and act with speed. We recognize and celebrate the contributions of our people, offering career opportunities that empower growth and fulfillment. Together, we go above and beyond to make a lasting impact on the lives of our patients and customers. We cultivate an inclusive culture and invite diverse, talented individuals to join us in shaping the future of eye care.

Supervisor, Customer Service (ANZ & SG) is responsible for leading customer service operations across Australia, New Zealand, and Singapore, ensuring exceptional customer experiences through effective order management, issue resolution, and stakeholder collaboration. This role oversees daily customer service activities, order fulfillment processes, returns management, and team performance while serving as the key point of contact between customers, sales teams, supply chain partners, and internal functions.

The position is responsible for supervising customer service processes, monitoring operational performance, driving continuous improvements, and ensuring customers receive timely support regarding orders, product availability, pricing, and delivery. The role also supports business growth through customer relationship management, reporting, data analysis, and operational excellence initiatives.

Additionally, the Supervisor is responsible for ensuring compliance with applicable SOPs, GxP requirements, company policies, quality standards, and regulatory requirements while fostering a customer-centric and high-performing service organization.

KEY RESPONSIBILITIES

• 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.
• Lea

Service Deliveries

Manage Day-to-Day Activities

Compliance

People Management