Customer Service Manager (Malaysia)

Alcon; Selangor; On-site; MYR 180,000 - 280,000; Full time

Job summary

Alcon in Malaysia is seeking a Manager I, Customer Service Support (Order-to-Invoice) to lead the Customer Operations team and drive the transformation of GEM CO into intelligent service centers, enhancing customer experience and delivering valued services in collaboration with regional leadership.

You will manage local teams, develop processes, and ensure compliance while guiding cross-functional partnerships across Franchise teams, Finance, and Supply Chain to meet KPIs and improve

Qualifications

• University degree or equivalent in business or related field.
• Experience in order-to-invoice (OTI) or supply chain roles.
• Proven leadership and project management capabilities.
• Strong change management and cross-functional collaboration.
• Experience in audit and regulatory compliance is a plus.

Responsibilities

• Lead local Customer Operations teams in Malaysia and drive efficiencies.
• Implement transformation plans for intelligent service centers.
• Ensure high service levels and KPI achievement across pre-order, order, and return streams.
• Coordinate with Finance, Quality, and other functions to optimize processes.
• Coach and develop direct reports, fostering a high-performance culture.
• Manage CO cost center and resources effectively.
• Ensure compliance with quality and regulatory standards.

Skills

Leadership

People management

Change management

Project management

Communication

Process improvement

Customer focus

SAP

Education

University degree

Tools

OTI modules

Job description

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.

POSITION OVERVIEW:

The Manager I, Customer Service Support (Order-to-Invoice) will lead Customer Operations (CO) team in MALAYSIA and drive and support locally the transformation of GEM CO into intelligent service centres, which enhance customer experience, provide innovative and valued services with an aspiration to be the leaders in med tech companies, offering best in class tools & services and this in close collaboration with the Head, Customer Operations Region and in line with the overall GEM Supply Chain Department and CO International vision and strategy.

KEY RESPONSIBILITIES:

Scope is supporting Customer Operations function for both Franchises, Surgical and Vision Care, including all sub-processes within pre-order, order and return process streams for local market / cluster.

• Manage local / CO teams and operations and drive operational efficiencies and continuous improvement by implementing organizational structures and processes locally
• Develop a culture in line with International Operations Vision to make every customer touch point brilliant
• Align with Head, Customer Operations Region on the local aspects of the transformation plans of Customer Operations (CO) into intelligent service centers and to become a more customer centric organization and execute against those plans
• Secure all OTI strategy execution, processes and contribution to the commercial and economic success, customer loyalty, reputation, and culture of Alcon
• Have high positive impact on both internal and external associates, stakeholders, and customers. Lead, develop and coach direct reports
• Execution of CO strategy, organizational design of teams and processes within market with following scope:
• Pre order stream: cooperation with Customer-, Price-, and Material Master data team
• Order / delivery stream: interface between customers and Alcon in terms of sales order creation, secure order conditions, back- orders, sample management, shipping compliance, consignment stock inventory, obsolescence, unsterile IOL handling, C-Pak handling
• Return / credit note stream: customer invoicing and invoice shipping, return material authorization, carrier and RDC coordination, credit notes issuance
• CO optimization, standardization, and automation execution, including leveraging regionally provided services e.g. 2nd level support for IRIS IDoc management
• AFCM control management
• Participate in FIN, ISO Audits and Country/Cluster Management Review
• Own all CO processes on country level and build and foster trusting relationships between the CO functions and other local functions like local / cluster Leadership Team, Business Franchises Sx and VC, Supply Chain to ensure smooth transactions in line with Franchise needs
• Ensure effective communications towards key stakeholders, both internal and external
• Support the implementation of changes through coordination of activities with the local / cluster and shared service centre
• Ensure consistently high service levels measured by key internal and external performance measures for internal and external service providers. Measures KPIs and secures that necessary corrective actions are taken
• Permanently assess and adapt relevant processes and local organizational structures for CO processes to increase customer satisfaction. This includes optimization, automation, and centralization initiatives
• Drive collaboration and cooperation to deliver against aligned KPIs for main processes, drive collaboration and cooperation with in- and external partners, initiate, and manage improvement projects beyond CO with cross-functional teams (BUs, Finance and Com. Ops.)
• Ensure compliance of quality and regulatory standards as well as legal requirements, secure that all processes are well documented in SOPs and in line with the company requirements
• Manage local CO cost centre in most effective manner without compromising service levels. Optimize resources within the multifunctional teams to support achievement of functional & company targets
• Member of regional CO management Team

WHAT YOU'LL BRING TO ALCON:

Education:

• University or comparable business degree

Languages:

• Local language(s) and ability to fluently read, write, understand, and communicate in English

Experience:

• 3 -5 years proven leadership experience with strong business acumen, people management and functional expertise in OTI and preferably SCM needed
• Proven management & leadership skills within a matrix organization
• Experience in change management and project management, understanding of E2E processes and ability to drive process improvements
• Proven experience managing deadlines/prioritizing workload with key stakeholders

Competency & Technical Skills

• Tactical and operational leadership, decision making and entrepreneurial drive
• Tactical skills, innovation, courage, and result focus as key values
• Strong people management and coaching skills, challenger of status quo
• Strong customer focus, mind-set to drive for results across franchises and across functional projects and for building strategic working relationships
• Strong communicator with excellent coaching and motivation skillsCommunicates effectively to Management, key stakeholders, and business process experts
• Driving process improvements within OTI, related functions, and Business Units
• Ability to assess risks, prioritize items in stretched timelines and influence prompt action
• Competencies to attract and recruit talent, motivate teams and individuals, delegate effectively, and manage performance
• SAP strong knowledge and experience in OTI modules
• Financial - cost analysis

Key Performance Indicators

• Customer satisfaction for respective country / cluster
• Performance in pre-order-, order-/delivery- and return-/credit note streams for respective country / cluster
• Performance and relationship management with local 3PL (if applicable)
• Conversion of manual to automated processes for the respective country
• Customer Operations employee satisfaction/AED for respective country
• Team culture in respective country in line with International Customer Operations vision
• Execution against GEM Supply Chain transformations plan for respective country / cluster

HOW YOU CAN THRIVE AT ALCON:

• Opportunity to work with a leading global medical device company
• Collaborate with a diverse and talented team in a supportive work environment
• Competitive compensation package and comprehensive benefits
• Continuous learning and development opportunities