Sales Operations Analyst, Custom-Pak® (Bilingual)

Alcon; Mississauga; On-site; CAD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Bilingual Operations Analyst to enhance the Custom-Pak experience for both internal and external partners. In this dynamic role, you will manage supply chain operations, troubleshoot issues, and support onboarding for new customers. This position offers a unique opportunity to contribute to a mission-driven organization that values innovation and collaboration. Join a diverse team that prioritizes impactful work and fosters professional growth while providing a comprehensive benefits package to support your well-being.

Benefits

Health Insurance

Life Insurance

Retirement Plan

Paid Time Off

Qualifications

• 3-5 years in a similar role, preferably in pharmaceuticals/medical industry.
• Mix of planning and execution skills is critical.

Responsibilities

• Manage Custom-Pak supply and coordinate with Sales & Operations Planning.
• Provide order support for Customer Service and resolve backorders.
• Facilitate customer onboarding and maintain site preferences.

Skills

Bilingual (French and English)

Operations Management

Supply Chain Management

Analytical Skills

Communication Skills

Education

Bachelor's Degree

Job description

At Alcon, we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly, champion progress, and act with speed as the global leader in eye care. Here, you’ll be recognized for your commitment and contributions and see your career like never before. Together, we go above and beyond to make an impact in the lives of our patients and customers.

We foster an inclusive culture and are looking for diverse, talented people to join Alcon. As a Bilingual Operations Analyst, you will be trusted to support Sales Operations for Alcon's Custom-Pak, ophthalmology procedural packs customized for each practice, surgeon, and case. You will be responsible for driving positive Custom-Pak experiences for both internal and external partners by owning and streamlining various procedural pack management tasks, proactively troubleshooting supply disruptions, and demonstrating an “Ownership & Accountability” mentality that fosters clear, effective communication from end (planning) to end (execution). Additionally, you will support onboarding for new Custom-Pak customers, maintain a database with site preferences and contacts, and generate revenue-generating recommendations for sales representatives.

In this role, a typical day will include:

• Proactively manage Custom-Pak supply by flagging forecasting concerns, coordinating with Sales & Operations Planning (S&OP) to monitor production, and planning for any imminent back orders.
• Provide Custom-Pak order support for Customer Service by validating and troubleshooting/resolving active backorders.
• Ensure timely forecast adjustments by S&OP partners.
• Own “Post-mortem” resolution support by ensuring accurate credits/rebills for any pack-related issues (e.g., back orders, temporary deviations, complaints, etc.).
• Assist with console transition planning by supporting Equipment Specialists and Account Managers.
• Facilitate Custom-Pak customer onboarding and education by reviewing contractual commitments, managing data collection through surveys, and maintaining site preferences and contacts.
• Support the management of temporary deviations, complaints, and some quality-related processes (e.g., Market Actions).

WHAT YOU'LL BRING TO ALCON:

• Bachelor’s Degree.
• 3-5 years in a similar role (operations/supply chain or sales support), preferably in the pharmaceuticals/medical industry.
• Bilingual required - Fluent in French and English.
• Mix of both planning (i.e., analysis) and execution (i.e., implementation involving multiple collaborators) skills is critical.
• Experience with surgical products (ophthalmology preferred).
• Experience with contract administration and/or RFP/tenders is a plus.
• Travel required: Up to 20%.

HOW YOU CAN THRIVE AT ALCON:

• Join Alcon’s mission to provide top-tier, innovative products and solutions to enhance sight & enhance lives.
• Grow your career in a highly collaborative and diverse environment.
• Alcon provides a robust benefits package including health, life, retirement, paid time off, and much more!