Associate, Order Management

Alcon Laboratories Malaysia Sdn Bhd; Petaling Jaya; On-site; MYR 78,000 - 123,000; Full time

Job summary

Alcon is seeking a proactive and analytical professional to join our Customer Service & Order Management team to support regional operations across China, Taiwan, and India. You will monitor order transactions and collaborate with stakeholders to ensure timely and accurate order execution.

You will play a key role in identifying process gaps, resolving operational exceptions, and driving continuous improvements to enhance customer experience and operational efficiency.

Qualifications

• Bachelor's degree in Business, Supply Chain, Customer Service, or a related field.
• 2–3 years of experience in Order Management or Customer Service Operations.
• Strong analytical and problem‑solving skills.
• Experience handling operational issues and investigating root causes.
• Proficiency in SAP and Microsoft Excel.

Responsibilities

• Support customer order processing activities across multiple markets.
• Monitor order transactions and ensure timely and accurate order execution.
• Investigate order-related issues and work with stakeholders to resolve exceptions.
• Coordinate with internal teams and business partners to ensure smooth order fulfillment.
• Ensure adherence to established processes and service standards.
• Investigate operational and transaction-related issues to determine root causes and document findings.
• Track recurring issues and support corrective and preventive actions.
• Identify opportunities to improve processes, reduce errors, and enhance efficiency.
• Maintain operational trackers and performance reports.

Skills

Order management

Customer service

Shared services

SAP

Excel

Analytical thinking

Problem solving

Stakeholder management

Education

Bachelor's degree in Business, Supply Chain, Customer Service, or related field

Tools

SAP

Microsoft Excel

Job description

At Alcon, we are committed to helping people see brilliantly through innovation, operational excellence, and a customer-first mindset. We are looking for a proactive and analytical professional to join our Customer Service & Order Management team to support regional operations across China, Taiwan, and India. In this role, you will be responsible for monitoring order transactions, investigating order processing issues, and collaborating with stakeholders to ensure smooth customer order fulfillment. You will play a key role in identifying process gaps, resolving operational exceptions, and driving continuous improvements to enhance customer experience and operational efficiency.

Key responsibilities

Support customer order processing activities across multiple markets.

Monitor order transactions and ensure timely and accurate order execution.

Investigate order-related issues and work closely with stakeholders to resolve exceptions.

Support smooth order fulfillment by coordinating with internal teams and business partners.

Ensure adherence to established processes and service standards.

Investigate operational and transaction-related issues to determine root causes.

Document findings and provide clear recommendations for resolution.

Track recurring issues and support corrective and preventive actions.

Identify opportunities to improve processes, reduce errors, and enhance efficiency.

Maintain operational trackers and performance reports.

About you

Bachelor's Degree in Business, Supply Chain, Customer Service, or a related field.

Minimum 2-3 years of experience in Order Management, Customer Service Operations, Shared Services, or related functions.

Strong analytical and problem-solving skills.

Experience handling operational issues and investigating root causes.

Proficiency in SAP and Microsoft Excel.

Strong attention to detail and organizational skills.

Effective communication and stakeholder management skills.

Experience in a regional or multinational environment (preferred).

Exposure to Order Management systems and process improvement initiatives (preferred).

Alcon helps people see brilliantly. As the global leader in eye care with a heritage spanning over 75 years, we offer the broadest portfolio of products to enhance sight and improve people’s lives. Our Surgical and Vision Care products touch the lives of more than 260 million people in over 140 countries each year living with conditions like cataracts, glaucoma, retinal diseases and refractive errors. Our more than 25,000 associates are enhancing the quality of life through innovative products, partnerships with Eye Care Professionals and programs that advance access to quality eye care. Learn more at www.alcon.com.

Mission: We aspire to lead the world in innovating life-changing vision products because when people see brilliantly, they live brilliantly.