As a key player in our global team, you will be responsible for delivering high-quality administrative services to support business operations. Your primary objective will be to ensure seamless service levels that meet or exceed customer expectations.
This role is part of our Sales & Sales Support function, where we work closely with customers to provide access to our products and drive customer satisfaction with eye care professionals.
The Associate, Customer Service (Professional Path), is primarily responsible for independently managing administrative tasks locally and globally, ensuring service levels align with site requirements. You will guide and support team members on departmental processes, handle administrative projects, and manage general administrative tasks.
In this role, a typical day may include:
* Delivering exceptional administrative services independently in a local and global context
* Ensuring service levels meet or exceed customer expectations
* Managing general administrative tasks and maintaining processes
* Planning and coordinating administrative procedures and systems to streamline processes
* Informing, advising, and supporting the team on departmental processes, guidelines, and services
* Supporting the optimization of current processes and introducing new or modified processes
* Processing transactions via telephone, internet, and correspondence from customers and representatives
* Acting as a liaison for customers, maintaining knowledge of company products and customer service processes
* Supporting the end-to-end order management process by interacting with customers, manufacturing sites, and other internal departments
* Participating in administrative projects and managing special tasks
* Applying basic scientific analysis principles to solve rudimentary departmental problems
* Managing communication with the sales department and customers
All associates must adhere to GxP regulations by following Standard Operating Procedures (SOPs), maintaining accurate documentation, ensuring quality control, and completing required training. Compliance with regulatory requirements and a commitment to continuous improvement are essential to our operations.
You will have the opportunity to grow your career like never before, working in a dynamic environment with innovative colleagues who share your passion for excellence.
We are looking for candidates with:
* A strong understanding of SAP and Excel (not mandatory but desirable)
* High adaptability and a willingness to learn
* Proactive problem-solving skills and a sense of responsibility
* Clear and effective communication, with a strong collaborative spirit
* Ability to learn quickly and adapt to changing situations
* Previous experience in Customer Service or Order-to-Cash processes
* Customer focus and commitment to excellence
* Ability to work in a fast-paced, detail-oriented environment
* Innovative perspective and openness to process improvements
* Digital literacy and comfort with automation tools
* Local language proficiency required, with fluent English and Spanish at a communicational level
You can expect to thrive in our organization by:
* Managing your own workload and schedule while meeting set targets
* Collaborating with teammates to share best practices and learnings as work evolves
We offer a supportive and inclusive work environment that values diversity and promotes growth and development opportunities.