Coordinador Customer Operations Vc

CUSTOMER OPERATIONS COORDINATORLocation: México CityAs the global leader in eye care, Alcon has built a rich history of providing innovative products to customers and patients all over the world. We’re extremely proud of our legacy and the significant way we’ve helped to shape the industry over the last 70 years, but we’re just getting started. Our relentless passion to eliminate unmet medical needs drives our pursuit to further advance eye health worldwide. We’re looking for exceptionally talented, driven people who want to make a difference. If you’d like to help us change the way the world sees, this is your chance to Be BrilliantHow You Will Make a Difference- Responsible for supporting sales representatives and channel partners in processing orders / returns; providing metrics/ reports to Sales team.- Receive and issue calls to provide a nearby service and customer resolution through personalized follow-up.- Advice and provide information on the company's value proposition, regarding products, commercial conditions and added value.- Track orders, as well as resolve customer doubts about products, prices, delivery, availability and features.- Record and analyze all the information to help better customer knowledge and enhance customer experience- Collaborate with Customer Operations Manager and Customer Care Process Assurance Lead exchanging information as a development strategy of business and marketing. Provide feedback on the efficiency of oriented processes to improve the customer experience.- Be the first contact line for the sales force with back office, making an exhaustive monitoring of the consultations and / or incidents generated for a client.- Manage the order processing for pharmacies, taking responsibility for the management of the monthly order, as well as for any other operational process that client demands.- Management of returns due to expired and lack of rotation.- Processing & tracking of platform orders. Start date, end date, replacement and inclusion of new products. -Stock situation analysis: Internal stocks and level of stock in the channel by wholesaler. Calculation of impact in the pharmacy. Communication to the sales network and the pharmacy for its management.- Develop a culture in line with International Operations Vision to make every customer touch point brilliant.- Responsible for ensuring the training and develop of the team.- Responsible for the Customer Service KPIs and SLAs.- Governance of the whole OTI process in SAP System.- Guarantee the call rate target.- Resolve with the team customer request or complaints.What We Can Offer You- Opportunity to join growing, early-stage organization built within a mature, stable global company- Friendly working environment and a diverse and highly motivated team- Individual career development plan and possible career growth within newly created account- Truly international environment and daily interactions with colleagues and stakeholders from all over the world- Attractive benefits & compensation package- Flexible hours and remote work possibilities (min 3 days per week office-based)Skills For Success- Key Requirements/Minimum Requirements_- Experience:- +5 years of Experience in similar positions working for multinationals companies.- +1 year in leadership positions.- SAP System experience needed. Advanced.- Strong knowledge of Microsoft Office, in particular Microsoft Excel.- Ideally accounting awareness but not essential- Academy Requirement: Bachelor Degree in Business & Administration, Marketing or similar.- Language: English intermediate. Need to be able to communicate with others.