Manager I, Customer Service Support (Order-to-Invoice)
Alcon · Selangor – AGS
At Alcon, we are inspired by the meaningful work we do to help people see brilliantly. As the global leader in eye care, we boldly innovate, champion progress, and act with speed. We recognize and celebrate the contributions of our people, offering career opportunities that empower growth and fulfillment. Together, we go above and beyond to make a lasting impact on the lives of our patients and customers. We cultivate an inclusive culture and invite diverse, talented individuals to join us in shaping the future of eye care.
POSITION OVERVIEW:
The Manager I, Customer Service Support (Order-to-Invoice) will lead Customer Operations (CO) team in MALAYSIA and drive and support locally the transformation of GEM CO into intelligent service centres, which enhance customer experience, provide innovative and valued services with an aspiration to be the leaders in med tech companies, offering best in class tools & services and this in close collaboration with the Head, Customer Operations Region and in line with the overall GEM Supply Chain Department and CO International vision and strategy.
KEY RESPONSIBILITIES:
Scope is supporting Customer Operations function for both Franchises, Surgical and Vision Care, including all sub-processes within pre-order, order and return process streams for local market / cluster.
Manage local / CO teams and operations and drive operational efficiencies and continuous improvement by implementing organizational structures and processes locally
Develop a culture in line with International Operations Vision to make every customer touch point brilliant
Align with Head, Customer Operations Region on the local aspects of the transformation plans of Customer Operations (CO) into intelligent service centers and to become a more customer centric organization and execute against those plans
Secure all OTI strategy execution, processes and contribution to the commercial and economic success, customer loyalty, reputation, and culture of Alcon
Have high positive impact on both internal and external associates, stakeholders, and customers. Lead, develop and coach direct reports
Execution of CO strategy, organizational design of teams and processes within market with following scope:
Pre order stream: cooperation with Customer-, Price-, and Material Master data team
Order / delivery stream: interface between customers and Alcon in terms of sales order creation, secure order conditions, back- orders, sample management, shipping compliance, consignment stock inventory, obsolescence, unsterile IOL handling, C-Pak handling
Return / credit note stream: customer invoicing and invoice shipping, return material authorization, carrier and RDC coordination, credit notes issuance
CO optimization, standardization, and automation execution, including leveraging regionally provided services e.g. 2nd level support for IRIS IDoc management
AFCM control management
Participate in FIN, ISO Audits and Country/Cluster Management Review
Own all CO processes on country level and build and foster trusting relationships between the CO functions and other local functions like local / cluster Leadership Team, Business Franchises Sx and VC, Supply Chain to ensure smooth transactions in line with Franchise needs
Ensure effective communications towards key stakeholders, both internal and external
Support the implementation of changes through coordination of activities with the local / cluster and shared service centre
Ensure consistently high service levels measured by key internal and external performance measures for internal and external service providers. Measures KPIs and secures that necessary corrective actions are taken
Permanently assess and adapt relevant processes and local organizational structures for CO processes to increase customer satisfaction. This includes optimization, automation, and centralization initiatives
Drive collaboration and cooperation to deliver against aligned KPIs for main processes, drive collaboration and cooperation with in- and external partners, initiate, and manage improvement projects beyond CO with cross-functional teams (BUs, Finance and Com. Ops.)
Ensure compliance of quality and regulatory standards as well as legal requirements, secure that all processes are well documented in SOPs and in line with the company requirements
Manage local CO cost centre in most effective manner without compromising service levels. Optimize resources within the multifunctional teams to support achievement of functional & company targets
Member of regional CO management Team
WHAT YOU'LL BRING TO ALCON:
Education:
University or comparable business degree
Languages:
Local language(s) and ability to fluently read, write, understand, and communicate in English
Experience:
3 -5 years proven leadership experience with strong business acumen, people management and functional expertise in OTI and preferably SCM needed
Proven management & leadership skills within a matrix organization
Experience in change management and project management, understanding of E2E processes and ability to drive process improvements
Proven experience managing deadlines/prioritizing workload with key stakeholders
Competency & Technical Skills
Tactical and operational leadership, decision making and entrepreneurial drive
Tactical skills, innovation, courage, and result focus as key values
Strong people management and coaching skills, challenger of status quo
Strong customer focus, mind-set to drive for results across franchises and across functional projects and for building strategic working relationships
Strong communicator with excellent coaching and motivation skillsCommunicates effectively to Management, key stakeholders, and business process experts
Driving process improvements within OTI, related functions, and Business Units
Ability to assess risks, prioritize items in stretched timelines and influence prompt action
Competencies to attract and recruit talent, motivate teams and individuals, delegate effectively, and manage performance
SAP strong knowledge and experience in OTI modules
Financial - cost analysis
IT skills
Key Performance Indicators
Customer satisfaction for respective country / cluster
Performance in pre-order-, order-/delivery- and return-/credit note streams for respective country / cluster
Performance and relationship management with local 3PL (if applicable)
Conversion of manual to automated processes for the respective country
Customer Operations employee satisfaction/AED for respective country
Team culture in respective country in line with International Customer Operations vision
Execution against GEM Supply Chain transformations plan for respective country / cluster
HOW YOU CAN THRIVE AT ALCON:
Opportunity to work with a leading global medical device company
Collaborate with a diverse and talented team in a supportive work environment
Competitive compensation package and comprehensive benefits
Continuous learning and development opportunities
Alcon Careers
See your impact at alcon.com/careers
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