Associate II, Customer Service

About the role

Alcon is seeking an Associate II to support Customer Service in Mississauga, Canada. You will enhance the customer experience by delivering thoughtful solutions and clear communication while working with a variety of internal teams and tools.

Key responsibilities

• Accurately process, release, and track orders across all platforms.
• Stay up‑to‑date on products, processes, policies, and procedures.
• Collaborate with customers and internal partners to answer product availability, ETA questions, and resolve complex inquiries.
• Use multiple tools and resources to meet defined service standards.
• Identify trends in client concerns, report them, and recommend improvement strategies.
• Recommend and initiate issue resolutions within guidelines.
• Lead customer‑facing initiatives with varying timelines.
• Support outbound campaigns that add value, such as digital footprint growth and analytical research (service level analysis, score‑card analysis, inventory management).

Required profile

• Secondary School Diploma; Bachelor’s degree or post‑secondary diploma preferred.
• Excellent written and verbal communication in English and French.
• Strong interpersonal skills and ability to interact at all organizational levels.
• Curiosity and willingness to learn web‑based technologies.
• Proficiency with the MS Office Suite.
• Outstanding customer‑service abilities, including negotiation and conflict resolution.
• Detail‑oriented, critical thinker, and adaptable to change.
• Ability to work independently and within cross‑functional teams.

Required skills

• Salesforce
• EDI
• ERP
• MS Office Suite