Quality and Compliance Specialist - Customer Service

Job description

Job Description

Position Purpose:
Supports the customer service department in all aspects of quality and compliance, including create and or update documentation (working document and the standard operating procedures). Proactively work on any potential process improvement. Confirmed understanding of order entry, invoicing, delivering. Coordinates with various functions within the company to ensure the customer service team high level of customer requests are handled appropriately and in a timely manner.

Major Accountabilities:
COMPLIANCE AND QUALITY:
• Ensure compliance of process with Alcon procedures and policies (Novartis Financial Controls, Quality manual, Global Trade Compliance, …)
• Create new working documents and SOP whenever is required and ensure that a high level of quality documentation that reflects the Company Vision and Values is produced.
• Proactively update the documentation when required and communicate to the teams if any changes occurred. Provide training on changes when required.
• Participate proactively in the process of quality management system and help organization meet audit requirements (Novartis Financial Controls – Audits internal and external ex.: ISO)
• Support the progress and growth of the business by ensuring best practice is applied to all Customer Service functions including finding ways to improve the service at all times.
• Act as a liaison with various departments throughout the company, be a trusted advisor, and ensure communication and collaboration.
• Document policies and procedures based on expertise in specific job areas. Document customer protocols, best practices and workflow, including updating of internal work instructions and training materials
OPERATIONAL SUPPORT:
• Entering and processing of customer orders in the system. Review of all terms and conditions including price according to existing customer protocol with close follow up to ensure timely delivery.
• Provide service within agreed upon Service Level Agreements (SLA's) with various customers, both internal and external.
• Propose solutions and efficiencies to management to resolve customer issues, ensuring customer needs are always met.
Position Title

Quality and Compliance Specialist - Customer Service

Desired profile

Minimum requirements

Your profile:
• Minimum: Commercial diploma with 3-5 years of relevant experience (Preferred: Further education in either export or international customer service)
• Fluency in both spoken and written English is required. Knowledge of other languages like French and German, a plus
• Minimum: 3-5 years of relevant experience (international customer service / quality / compliance / processes).
• First working experience within a Pharma company or Audit company is of advantage.
• Forensic auditing and reporting skills. Must have strong demonstrated written skills.
• Computer skills with emphasis in SAP, CRMs, and Microsoft Office Suite
Job Type

Full Time
Country

Switzerland
Work Location

Fribourg
Functional Area

Sales
Division

ALCON
Business Unit

MFG/TECH OPERATIONS AL
Employment Type

Regular
Company/Legal Entity

ALCON PH LTD CHE