About this role
Supervisor, Customer Service (Order Management - Japanese Speaker)
Applyremote typeNot applicablelocationsSelangor – AGStime typeFull timeposted onPosted Todaytime left to applyEnd Date: October 31, 2026 (30+ days left to apply)job requisition idR-2026-48638
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.
POSITION OVERVIEW:Responsible for leading pre-sale and post-sale customer service and support, providing both technical and non-technical assistance to business and consumer customers across multiple channels, including phone, chat, text, call centers, distribution centers, repair centers, and face-to-face interactions. Collaborate with internal teams and external partners to deliver seamless end-to-end customer service operations. Act as the key liaison between customers and cross-functional teams, including sales, production, logistics, and distribution, to resolve inquiries, complaints, and order-related issues while ensuring timely and accurate fulfillment. Manage customer escalations, maintain accurate records of interactions and resolutions, and uphold service quality and customer satisfaction standards.Oversee and continuously improve customer order, shipping, delivery, and returns processes, including handling complex orders, resolving delivery issues, monitoring product availability, and coordinating with relevant stakeholders to ensure smooth operations.Analyze customer interactions, sales trends, complaints, delivery performance, and return data to identify root causes and drive continuous improvements in customer experience, service quality, and operational efficiency.Lead and develop a customer service team through performance management, coaching, training, workforce planning, and process standardization. Foster a customer-centric culture, promote cross-functional collaboration, and lead continuous improvement initiatives to achieve operational excellence, customer satisfaction, and business objectives. KEY RESPONSIBILITIES:Order Management and ComplianceManage end-to-end order operations, including sales, returns, samples, demos, equipment, and platform orders, ensuring accurate processing, validation, fulfillment, modification, and closure in compliance with internal policies, business rules, SLAs, and regulatory requirements.Monitor order status throughout the order-to-delivery cycle, proactively managing backorders, delivery issues, stock availability, pricin