A

Alcon

Eye care products and vision solutions

Manager 1, Customer Service Support - Order-to-Invoice

Supply Chain ManagementConfirmed live in the last 24 hours
Full-timeSelangor, MalaysiaNo salary listedIn-person

About the Job

Requirements

  • A university or comparable business degree is required.
  • Fluency in local language(s) and the ability to read, write, understand, and communicate in English are required.
  • Three to five years of proven leadership experience with strong business acumen, people management, and functional expertise in Order-to-Invoice; Supply Chain Management experience is preferred.
  • Management and leadership skills within a matrix organization are required.
  • Experience in change management and project management, understanding end-to-end processes, and ability to drive process improvements are required.
  • Proven experience managing deadlines and prioritizing workload with key stakeholders is required.
  • Strong knowledge and experience with SAP Order-to-Invoice modules are required.
  • Financial cost analysis skills and information technology skills are required.
  • Ability to assess risks, prioritize items within stretched timelines, and influence prompt action is required.
  • Competencies to attract and recruit talent, motivate teams and individuals, delegate effectively, and manage performance are required.

Responsibilities

  • Lead Customer Operations for Malaysia and support the transformation of GEM Customer Operations into intelligent service centers, in collaboration with the regional Customer Operations head and in alignment with the Supply Chain and Customer Operations strategy.
  • Support Customer Operations for Surgical and Vision Care franchises across local pre-order, order, and return process streams.
  • Manage local Customer Operations teams and operations, drive operational efficiency and continuous improvement, and implement local organizational structures and processes.
  • Develop a culture aligned with the International Operations Vision and improve customer touch points.
  • Align local transformation plans with the regional Customer Operations head and execute those plans to build a more customer-centric organization.
  • Secure execution of Order-to-Invoice strategy and processes and contribute to commercial and economic success, customer loyalty, reputation, and company culture.
  • Lead, develop, and coach direct reports and have a positive impact on internal and external associates, stakeholders, and customers.
  • Execute Customer Operations strategy and organizational design for teams and processes within the market.
  • Coordinate pre-order activities with Customer, Price, and Material Master Data teams.
  • Manage order and delivery activities, including sales order creation, order conditions, back orders, sample management, shipping compliance, consignment stock inventory, obsolescence, unsterile intraocular lens handling, and C-Pak handling.
  • Manage return and credit note activities, including customer invoicing and invoice shipping, return material authorization, carrier and regional distribution center coordination, and credit note issuance.
  • Execute Customer Operations optimization, standardization, and automation, including use of regional services such as second-level support for IRIS IDoc management.
  • Manage AFCM controls and participate in Finance, International Organization for Standardization, and Country/Cluster Management Review audits.
  • Own country-level Customer Operations processes and build relationships with local leadership, business franchises, Supply Chain, and other local functions to ensure transactions meet franchise needs.
  • Communicate effectively with internal and external key stakeholders.
  • Coordinate activities with local/cluster teams and the shared service center to support implementation of changes.
  • Maintain service levels measured by internal and external performance measures, measure key performance indicators, and ensure corrective actions are taken.
  • Assess and adapt processes and local organizational structures to improve customer satisfaction, including optimization, automation, and centralization initiatives.
  • Drive collaboration to deliver aligned key performance indicators, work with internal and external partners, and initiate and manage cross-functional improvement projects with business units, Finance, and Commercial Operations.
  • Ensure compliance with quality, regulatory, and legal requirements, and ensure processes are documented in standard operating procedures and comply with company requirements.
  • Manage the local Customer Operations cost center effectively without compromising service levels, and optimize resources to support functional and company targets.
  • Participate as a member of the regional Customer Operations management team.

Desired Qualifications

  • Supply Chain Management experience is preferred.

About the Company

cb

Alcon

Eye care products and vision solutions

Alcon provides eye care products and vision solutions to improve how people see. It develops and manufactures devices and consumables for eye health, including cataract surgery equipment and intraocular lenses, retinal health therapies, and contact lenses, distributed through eye care professionals, hospitals, and consumers. The products work by supporting eye surgery, protecting and restoring vision, or correcting vision with lens-based options, backed by research and development and a global distribution network. Alcon differentiates itself with a broad, end-to-end portfolio across the eye care continuum, a strong emphasis on research and development, strategic partnerships with healthcare providers, and a commitment to diversity and inclusion. Its goal is to enhance vision and quality of life by delivering reliable, high-quality eye care solutions and advancing the science of eye health.

Company size
10,001+
Company stage
IPO
Headquarters
Geneva, Switzerland
Founded
1945

Recently Posted Jobs

Explore more opportunities at Alcon

See more jobs