Associate, Data Analyst (RPA & Tableau - Order Monitoring)

Alcon Laboratories Malaysia Sdn Bhd; Selangor; On-site; MYR 67,000 - 112,000; Full time

Job summary

Alcon Laboratories Malaysia Sdn Bhd invites an Associate I, Customer Services Support - Order Monitoring & Data Analyst (OTI) to monitor end-to-end order management, support timely fulfillment, and coordinate automated monitoring and data reporting.

You will liaise with sales, production, finance, and logistics; manage equipment financing contracts and demo programs; develop dashboards using Excel/Tableau/Power BI and ensure data integrity.

Qualifications

• Bachelor degree in business, supply chain, finance, data analytics or related field.
• Experience in order management, customer operations or sales support.
• Fluent in Mandarin and English (spoken and written).
• Knowledge of order-to-invoice processes and pricing administration.

Responsibilities

• Monitor real-time BOT/RPA and Adi transactions to ensure accurate order processing.
• Serve as primary contact for customer order processing, status updates and inquiries.
• Provide post-sale support on technical and non-technical matters.
• Liaise between customers, sales, production, distribution, finance, pricing and logistics.
• Manage equipment financing agreements, contracts, approvals and compliance.
• Manage demo and evaluation contracts, installations, transfers and reporting.
• Develop, maintain operational reports and dashboards to support decisions.
• Review order exceptions, backorders, pricing discrepancies and fulfillment risks.
• Analyze exception trends, automation failures, SLA performance and root causes.
• Ensure processes and SOPs are documented and aligned with global requirements.

Skills

Data analysis

Dashboard development

Stakeholder management

Communication

Analytical skills

Multitasking

Education

Bachelor's degree in Business Administration / Supply Chain / Finance / Data Analytics / Information Systems / Operations Management

Tools

SAP

RPA/BOT

Adi

Tableau

Power BI

Microsoft Access

Excel

Job description

Associate I, Customer Services Support - Order Monitoring & Data Analyst (OTI) is responsible for monitoring and supporting end-to-end order management processes to ensure accurate and timely order fulfillment in line with company policies, service commitments, and China OTIF standards. The role serves as the primary coordinator for automated order monitoring, data analysis, reporting, and sales support activities while ensuring operational excellence across order processing, customer service, equipment financing administration, Custom Pak management, pricing support, purchasing activities, and demo equipment programs.

Key responsibilities

Monitor BOT/RPA and Adi (e-order) transactions in real time to ensure accurate and timely order processing across the order lifecycle

Serve as the primary point of contact for customer order processing, order status updates, inquiries, and issue resolution

Provide post-sale customer support on both technical and non-technical matters, ensuring timely responses and customer satisfaction

Act as liaison between customers, sales teams, production, distribution, finance, pricing, and logistics stakeholders to ensure seamless order fulfillment and issue resolution

Support the preparation, maintenance, and management of Equipment Financing Agreement business cases, contract documentation, approvals, and compliance monitoring

Manage Demo and Evaluation contract preparation, approvals, installations, equipment transfers, returns, and reporting activities

Develop, maintain, and enhance operational reports, management dashboards, and business analytics to support decision-making

Perform daily reviews of order exceptions, backorders, blocked orders, pricing discrepancies, and fulfillment risks

Analyze order exception trends, automation failures, SLA performance, and processing accuracy to identify root causes and implement corrective actions

Ensure all processes, policies, and procedures are clearly documented, consistently followed, and aligned with company standards, SOPs, and global operating requirements

About you

Bachelor's Degree in Business Administration, Supply Chain, Finance, Data Analytics, Information Systems, Operations Management, or equivalent

3 to 5 years of relevant experience in Order Management, Customer Operations, OTI (Order-to-Invoice), Customer Service Support, Sales Operations, or related functions

Fluent in written and spoken Mandarin and English (mandatory)

Strong knowledge of order-to-invoice processes, backorder management, blocked order management, pricing administration, and customer service operations

Experience working with SAP and automated order processing platforms such as RPA/BOT, Adi, or comparable technologies

Proven experience in data analysis, reporting, dashboard development, and managing large datasets using Advanced Excel, Tableau, Microsoft Access, Power BI, or similar tools

Strong attention to detail with a focus on data integrity and operational accuracy

Excellent analytical and problem-solving skills

Strong communication and stakeholder management capabilities across diverse cultures and functions

Ability to prioritize multiple tasks and manage deadlines in a fast-paced environment

About us

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.