Associate, Customer Service Support (Customer, Pricing Master Data Administrator - Mandarin Speaker)
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.
KEY RESPONSIBILITIES:
Master Data Setup and Management
Customer Master Data
Configure and maintain comprehensive customer master data in specific systems (SFDC, SAP, etc). This includes accurately inputting and updating contact details, account information, and customer - specific regulatory compliance data relevant to medical devices. Classify customers based on their purchasing behavior, market segment (such as hospitals, clinics, or research institutions), and strategic importance.
Pricing Master Data
Set up and continuously update pricing master data, based on approvals. Implement and manage discounts, promotional pricing, and volume - based pricing structures. Ensure all price lists are up - to - date in line with market and regulatory changes.
Data Quality Assurance
Regularly review and clean master data to eliminate duplicates, correct errors, and enhance data quality. Cross - reference data from multiple sources, validate against industry standards and internal guidelines, and enforce data governance policies. Use data profiling tools to identify and address data degradation patterns.
Data - related Communication and Collaboration
Internal Liaison with Sales Teams in China
Serve as the main data - related contact for Chinese sales teams. Understand their needs for customer - specific pricing quotes, updated customer information for sales, and market - based pricing adjustments. Provide timely data support, such as generating reports on customer purchasing history or competitor. Offer guidance on using and interpreting master data to boost sales performance.
Communication with Customers
Communicate directly with internal or external customers to gather accurate master data. Verify contact details, understand product requirements, and obtain feedback on pricing. Resolve data - related inquiries promptly to ensure high customer satisfaction. Use customer interactions to identify data improvement areas and share insights with internal teams.
Cross - functional Collaboration
Collaborate closely with IT, finance, and supply chain teams. Work with IT to optimize master data systems for the medical device industry's unique needs, including data security and regulatory compliance. Partner with finance to validate pricing data for financial reporting. Coordinate with supply chain to align customer and pricing data with inventory and production planning.
Emergency Issue Resolution
After - hours and Weekend Availability
Be available on weekends and for up to one or two hours after normal weekday working hours to address emergency master data issues. These may include critical data entry errors, system glitches affecting data access, or urgent customer - or sales - related data requests. Resolve issues promptly to minimize business disruptions. Keep detailed records of after - hours and weekend emergency responses for future reference and process improvement.
Data Analysis and Reporting
Data - driven Insights
Analyze master data trends to identify improvement areas. Examine customer purchasing patterns for upselling or cross - selling opportunities. Analyze pricing data to find cost - saving opportunities or optimize pricing tiers. Use data analytics tools to identify emerging market trends in the medical device industry and their impact on customer and pricing data.
Report Generation
Generate regular reports on master data status, including data accuracy, significant changes, and issues or opportunities. Present data in a clear format, such as visual dashboards or summary reports, to support informed decision - making across the organization.
WHAT YOU’LL BRING TO ALCON:
Language Proficiency
Fluent in both spoken and written Chinese and English. Clear communication of complex data concepts in Chinese is essential for interacting with Chinese - speaking stakeholders, and English for cross - border communication within the multinational company.
Technical Skills
Proficient in using master data management systems, preferably those tailored to the medical device industry. Experience with SAP or other ERP systems' master data modules, especially with industry - specific functionality.
Strong skills in data entry, data cleaning, and data analysis tools like Excel. Familiarity with data visualization tools such as Tableau or PowerBI is desirable.
Experience and Knowledge
At least 3-5 years of experience in master data management, preferably in the medical device industry. A deep understanding of the industry's data requirements, regulatory environment, and market dynamics is crucial.
Solid understanding of customer and pricing data management principles and best practices, with the ability to apply them in a highly regulated and competitive industry. Knowledge of medical device product cataloging, classification, and pricing models is essential.
Personal Attributes
High attention to detail and a strong commitment to data accuracy, vital for regulatory compliance, patient safety, and business success in the medical device industry.
Excellent communication and interpersonal skills to work effectively with internal and external partners across different cultures and departments.
Ability to work independently, manage time efficiently, and meet deadlines, especially when handling high - volume data and time - sensitive projects. Strong problem - solving skills to address data - related issues promptly. Flexibility to handle after - hours and weekend emergency situations.
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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