Sr. Associate II, Customer Service Support
Alcon · Kuala Selangor
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.
Sr. Associate II, Customer Service Support is responsible for managing customer service support operations, back-office activities, consignment stock management, sales analysis, reporting, and continuous improvement initiatives to ensure operational excellence and customer satisfaction. The role supports end-to-end customer service activities including order processing, data management, customer inquiries, complaint resolution, returns processing, training coordination, reporting, and business process governance.
This position serves as a key business partner to Sales, Finance, Commercial, Supply Chain, Customer Operations, and Consignment Controllers, ensuring efficient execution of customer service processes and effective management of consignment inventory. The role also acts as a Local Process Owner (LPO), Regional Process Owner (RPO) representative, super user, and project lead for business transformation, digital integration, and process improvement initiatives.
Additionally, the Sr. Associate II is responsible for driving customer service excellence through analytics, stakeholder engagement, training, and governance while ensuring compliance with all applicable SOPs, GxP requirements, regulatory standards, and company policies.
KEY RESPONSIBILITIES:
Service Deliveries:
- Manage and resolve blocked, incomplete, and exception orders to ensure timely order fulfillment and customer satisfaction.
- Administer billing processes and ensure orders are invoiced accurately through SAP transactions (VXF3, VF04, V23).
- Maintain and govern master data tables including listings/exclusions, CMIR, output tables, licensing restrictions, and related customer service data.
- Provide backup support for iDOC monitoring and troubleshoot Order-to-Invoice (OTI) iDOC errors to minimize operational disruptions.
- Deliver excellent customer service to pharmacies, healthcare professionals, distributors, and other customer segments.
- Serve as the primary contact point for sales representatives, customers, and internal stakeholders for inquiries, consultations, and issue resolution.
- Manage customer inquiries related to product availability, pricing, order status, delivery schedules, and product information.
- Support order processing, returns management, and operational activities for sales representatives and channel partners.
- Generate and provide customer service metrics, operational reports, and sales performance reports to support business decision-making.
- Coordinate healthcare professional engagement activities, including expense payout administration and related operational support.
- Collaborate with Customer Care leadership in developing and executing commercial, customer service, and marketing support initiatives.
- Support implementation of customer value propositions and multi-channel customer engagement plans.
- Participate in user acceptance testing (UAT), enhancement projects, process improvements, and large-scale system rollouts.
- Develop, update, and deliver end-user training materials, work instructions, and process documentation for system enhancements and process changes.
- Provide recommendations to improve process effectiveness, operational efficiency, and customer experience.
- Advise stakeholders on company products, commercial policies, customer programs, and operational processes.
- Conduct reporting and analytical reviews to improve customer insights and support business performance objectives.
Consignment & Inventory Management:
- Manage consignment inventory processes and coordinate activities across Customer Operations, Finance, Commercial teams, and Consignment Controllers.
- Monitor and analyze internal inventory levels and channel stock positions across wholesalers and distribution partners.
- Evaluate inventory risks, stock shortages, and excess inventory situations, providing recommendations and mitigation plans.
- Calculate and communicate business impact assessments related to stock availability and inventory fluctuations.
- Ensure consignment processes are performed in accordance with company policies, financial controls, and regulatory requirements.
- Support inventory reconciliation, reporting, and audit requirements related to consignment business processes.
Project & Process Excellence:
- Support Customer Service Excellence initiatives involving transformation projects, digital integration, automation, and process standardization.
- Act as Local Process Owner (LPO), Regional Process Owner (RPO) representative, or Super User for customer service-related systems and processes.
- Lead and coordinate assigned business initiatives from planning through execution and delivery.
- Identify operational risks, process gaps, and opportunities for continuous improvement.
- Collaborate with regional and global stakeholders to align local processes with global standards and best practices.
- Drive adoption of new technologies, systems, and workflows that improve efficiency, performance, and customer satisfaction.
- Track and report project milestones, deliverables, and business outcomes to management.
Manage Day-to-Day Activities:
- Coordinate daily customer service support operations to ensure business continuity and service level achievement.
- Analyze operational data and customer feedback to identify trends, pain points, and improvement opportunities.
- Prepare and distribute customer activity, service performance, and operational reports to management and business stakeholders.
- Monitor service metrics and KPI performance, ensuring timely corrective actions when targets are not achieved.
- Support cross-functional teams with data analysis, process documentation, reporting, and operational problem-solving.
- Manage escalations and ensure issues are resolved within defined service level expectations.
- Maintain accurate documentation and records related to customer service, inventory management, and project activities.
- Act as backup support for critical customer service operational functions when required.
Compliance
- Ensure all activities are conducted in accordance with company policies, SOPs, internal controls, and regulatory requirements.
- Maintain compliance with GxP regulations by following approved procedures and quality standards.
- Ensure accurate, complete, and auditable documentation is maintained across all customer service, reporting, project, and inventory management activities.
- Support audit readiness, internal control requirements, and compliance monitoring initiatives.
- Complete all required compliance, quality, and regulatory training within established deadlines.
- Identify compliance risks and support implementation of corrective and preventive actions.
- Promote a culture of quality, accountability, and continuous improvement throughout all areas of responsibility.
People Management
- Lead and coordinate cross-functional collaboration among Customer Operations, Finance, Commercial teams, Supply Chain, and Consignment Controllers.
- Foster a culture of teamwork, accountability, customer focus, and operational excellence.
- Share knowledge, best practices, and process expertise with internal stakeholders and team members.
- Support onboarding, user training, knowledge transfer, and capability development initiatives.
- Act as a trusted advisor and subject matter expert for customer service processes and systems.
- Contribute to organizational change management and continuous improvement efforts.
WHAT YOU'LL BRING:
Education:
(minimum/desirable)
- Bachelor's Degree in Business Administration, Supply Chain Management, Logistics, Finance, Accounting, Operations Management, Marketing, or related discipline.
- Professional certifications in Project Management, Lean Six Sigma, Supply Chain Management, Customer Experience, or related fields are an added advantage.
Languages:
- Fluent in written and spoken English.
- Additional regional language capabilities are an advantage based on business requirements.
Experience:
- 5 to 8 years of relevant experience in Customer Service, Customer Operations, Order Management, Sales Support, Supply Chain Operations, Commercial Operations, or related functions.
- Experience managing customer service processes, order processing, inventory management, and reporting activities.
- Proven experience working in cross-functional environments involving Finance, Commercial, Supply Chain, and Customer Operations teams.
- Experience supporting transformation projects, digital initiatives, process improvement, or system implementation projects.
- Experience with consignment inventory management, customer analytics, and operational reporting is preferred.
- Experience within the healthcare, pharmaceutical, medical device, or highly regulated industry is advantageous.
- Demonstrated ability to manage stakeholder relationships and drive process improvement initiatives.
Technical Skills:
- SAP ERP knowledge with Customer Service, Order Management, Billing, and Inventory modules.
- Strong Microsoft Excel skills including advanced analytics, reporting, and dashboard creation.
- Data analysis and reporting capabilities using BI tools such as Power BI, Tableau, or equivalent.
- Knowledge of iDOC monitoring, master data management, and ERP transaction processing.
- Project management and process improvement methodologies.
- Strong analytical, problem-solving, and decision-making skills.
Personal Attributes:
- Strong customer-centric mindset with a commitment to service excellence.
- Excellent communication and stakeholder management skills.
- Strong leadership and cross-functional coordination capabilities.
- Analytical thinker with strong problem-solving abilities.
- High attention to detail and commitment to data accuracy.
- Ability to manage multiple priorities in a dynamic and fast-paced environment.
- Proactive, results-oriented, and adaptable to change.
- Ability to work independently while effectively collaborating within a global organization.
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