Associate, Order Management Customer Service (ANZ & SG)

Alcon Laboratories Malaysia Sdn Bhd; Petaling Jaya; On-site; MYR 33,000 - 67,000; Full time

Job summary

Alcon Laboratories Malaysia Sdn Bhd seeks an Associate I, Customer Service Support to manage end-to-end order processing for Australia, New Zealand, and Singapore markets and to deliver exceptional customer service across multiple channels.

The role collaborates with Sales, Supply Chain, Finance, Logistics, and Distribution Centers to ensure accurate orders, timely delivery, and compliant processes within SOPs and quality standards.

Qualifications

• Experience with SAP, ERP systems, or Order Management platforms.
• Strong Excel and MS Office skills.
• Experience handling customer orders, inquiries, and data accuracy.

Responsibilities

• Process customer orders accurately and efficiently across multiple channels.
• Manage end-to-end order management activities from receipt to delivery.
• Provide timely responses to customer inquiries via phone, email, or online channels.
• Monitor order status and communicate delivery updates and issues.
• Maintain accurate customer records and service documentation.

Skills

Excel

Microsoft Office

Analytical skills

Customer service

Problem solving

Order management

Education

Bachelor's Degree in Business Administration or related

Tools

SAP

ERP systems

Order Management platforms

Job description

Associate, Order Management Customer Service (ANZ & SG)

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.

Associate I, Customer Service Support (OTI ANZ & SG) is responsible for supporting end-to-end order management and customer service operations for Australia, New Zealand, and Singapore markets, ensuring accurate and timely order fulfillment while delivering exceptional customer experiences. The role serves as the primary point of contact for customer order processing, order inquiries, order tracking, returns management, and issue resolution across multiple customer channels.

The position works closely with Sales, Supply Chain, Finance, Logistics, Distribution Centers, and other internal stakeholders to ensure smooth order execution, timely delivery, and effective resolution of customer concerns. The role also contributes to operational excellence by supporting process improvements, maintaining accurate customer and order data, and ensuring compliance with company policies and service standards.

Additionally, the Associate I is responsible for maintaining compliance with applicable SOPs, GxP requirements, company policies, internal controls, and quality standards while delivering a high level of customer service and operational support.

KEY RESPONSIBILITIES

Service Deliveries

• Process customer orders accurately and efficiently, including sales orders, returns, samples, demo orders, and equipment-related orders.
• Support end-to-end order management activities from order receipt through delivery completion.
• Provide timely responses to customer inquiries received through phone, email, online channels, or other communication platforms.
• Monitor order status and proactively communicate delivery updates, backorders, product availability, and order-related issues.
• Act as a liaison between customers and internal departments to ensure seamless order fulfillment and issue resolution.
• Handle customer complaints professionally and ensure prompt resolution to maintain customer satisfaction and loyalty.
• Maintain accurate customer records, transaction details, and service documentation within company systems.
• Support customer-facing activities by providing information on products, pricing, availability, and service processes.
• Prepare customer service reports, order status updates, and operational metrics as required.

Manage Day-to-Day Activities

• Monitor and manage order activities to ensure compliance with service level agreements (SLAs), operational KPIs, and customer commitments.
• Review and resolve order exceptions, delivery delays, pricing discrepancies, blocked orders, and fulfillment issues.
• Coordinate closely with manufacturing sites, distribution centers, logistics providers, and internal stakeholders to support order execution.
• Support order tracking and risk management activities by identifying potential service disruptions and escalating issues when necessary.
• Process customer transactions and maintain order information through ERP and customer management systems.
• Assist with database maintenance, customer profile updates, and reporting activities.
• Participate in process improvement initiatives and support operational excellence projects.
• Support implementation of new processes, system enhancements, and workflow optimization initiatives.
• Handle administrative project tasks and special assignments with defined timelines and deliverables.
• Provide backup support to Customer Service and Order Management teams when required.

Cross-Functional Collaboration & Continuous Improvement

• Build strong working relationships with Sales, Supply Chain, Finance, Quality, Logistics, and other business functions.
• Support customer-focused initiatives that improve service delivery and operational efficiency.
• Identify process gaps and recommend opportunities for automation and workflow improvement.
• Participate in regional and global projects related to Customer Service, Order Management, and Operations.
• Share best practices and support knowledge transfer activities within the team.
• Assist in onboarding and training activities for new associates when required.

Compliance

• Ensure all processes, policies, and procedures are clearly documented and consistently followed.
• Maintain compliance with GxP regulations, Standard Operating Procedures (SOPs), and quality management requirements.
• Ensure accurate, complete, and auditable records are maintained for customer transactions and order management activities.
• Support internal controls, audit requirements, and regulatory compliance initiatives.
• Complete all required compliance, quality, and regulatory training within established timelines.
• Promote a culture of continuous improvement, compliance, and operational excellence.

People Management

• Demonstrate Alcon values through collaboration, accountability, customer focus, and integrity.
• Foster positive working relationships with customers, stakeholders, and team members.
• Support knowledge sharing and continuous learning within the organization.
• Contribute to a high-performing team focused on customer satisfaction and service excellence.

WHAT YOU'LL BRING

Education

• Bachelor's Degree in Business Administration, Supply Chain Management, Logistics, Customer Service, Operations Management, or related disciplines.
• Relevant customer service or operational certifications are an added advantage.

Languages

• Fluent in written and spoken English (mandatory).
• Additional regional language capabilities are an advantage.

Experience

• 1 to 5 years of experience in Customer Service, Order Management, Customer Operations, Order-to-Invoice (OTI), Supply Chain Operations, or related functions.
• Experience supporting customer-facing operations and managing complex customer transactions.
• Familiarity with order management processes, returns processing, customer complaint handling, and service delivery.
• Experience working within multinational or shared service environments is preferred.
• Medical device, healthcare, pharmaceutical, or regulated industry experience is an advantage.

Technical Skills

• Experience with SAP, ERP systems, or Order Management platforms.
• Strong Microsoft Excel and Microsoft Office skills.
• Ability to manage customer data, reporting, and operational metrics.
• Strong analytical and problem-solving capabilities.
• Experience supporting process improvement initiatives is an advantage.

Personal Attributes

• Customer-centric mindset with strong service orientation.
• Excellent communication and interpersonal skills.
• Strong attention to detail and accuracy.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Proactive and solution-oriented approach to problem solving.
• Ability to work independently while collaborating effectively with cross-functional teams.
• Adaptable and resilient in managing operational challenges and changing priorities.

Alcon Careers
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