Customer Master Key Responsibilities:

Lead AGS Customer Master Team providing support and leadership for the below responsibilities:

Perform account management activities including, but not limited to:

·       Creating Customer, Commercial (revenue) and Professional accounts

·       Accurately affiliating Customer, Commercial and Professional accounts

·       Accurately affiliating account partner functions

Perform account management license activities to comply with PDMA, VAWD, AFCM, DSCSA etc. Regulations

·       Assign accurate HCO license #’s

·       Assign accurate HCP license #, including certification codes if applicable

·       Validate Tax ID information

Field external and internal account inquires including, but not limited to:

·       Name and/or address change

·       Ownership change

·       Expedited shipping requests

·       Freight

·       Credit Cards

·       Indirect Reporting

·      Optical Networks and Buying Groups

• Practice Hierarchies

Field customer communications including, but not limited to:

·       Customers emails and various internal departments

·       Case initiation and resolution

·       Making outbound calls to customers, and various internal departments

Customer Service Technical Support Key Responsibilities:

Lead AGS CSTS providing support and leadership for the below responsibilities:

Support System Enhancements

• Implements testing including both validation and regression testing.
• Provide valuable feedback to training and compliance team to support business needs as required for major changes including new and updated system logic, business policies and acquisitions along with day-to-day user needs.
• Use an in-depth understanding of SAP, its database, hardware platform and operating system to conduct monitoring and a detailed approach to solving problems.
• Work directly with relevant departments within the organization (such as development and technical support teams), providing technical support, expertise, and mentorship as required.
• Planning and supporting systems maintenance upgrades and patches.

Support Electronic Orders

• Provide technical/business process collaborations with the EDI team.
• Monitor in current ECC system for failed EDI and IDOC orders.
• Observe EDI BOT, developed reports to analyze and initiate appropriate actions.

Specific Professional Competencies:

• Action Oriented
• Attention to Detail, Critical Thinking
• Collaborates and Communicates Effectively (verbal and written)
• Team Management
• Coaching and Mentoring
• Drives Engagement
• Drives Results
• Manages Complexity
• Plans and Aligns
• CRM/SFDC, ERP/SAP, MDM/EBX, MS Office
• Licensing Software

Minimum Qualifications:

• University Degree
• The ability to fluently read, write, understand, and communicate in English
• 3 years of Relevant Experience
• 3 years of Leadership Experience (should have handled team of min 5 members)

Work hours: 6 PM to 3 AM IST Monday - Friday.  Schedule will adjust at needed to support US Daylight Savings Time.

Employment scams: Alcon is aware of employment scams which make false use of our company name or leader’s names to defraud job seekers. Alcon does not offer any positions without interview and never asks candidates for money. All our current job openings are displayed here on the Careers section of our website, where you can search for open positions and apply directly.
If you have encountered a job posting or been approached with a job offer that you suspect may be fraudulent, we strongly recommend you do not respond, send money or personal information, and check our website for current job openings.
 

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Alcon is an Equal Opportunity Employer and takes pride in maintaining a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity, marital status, disability, or any other reason.