Customer Service Support Manager (Order-to-Invoice)

Alcon Laboratories Malaysia Sdn Bhd; Petaling Jaya; On-site; MYR 180,000 - 260,000; Full time

Job summary

Alcon Laboratories Malaysia Sdn Bhd is seeking a Customer Service Support Manager (Order-to-Invoice) to lead the Malaysia CO team and drive the transformation of GEM CO into intelligent service centres. You will enhance the customer experience, manage local teams, and align with regional leadership on strategic CO initiatives.

Education required is a university degree with fluent English. 3–5 years of leadership in OTI/SCM, change/project management, and SAP knowledge are expected in a matrix

Qualifications

• 3-5 years proven leadership experience with strong business acumen, people management and functional expertise in OTI and preferably SCM a must
• 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

Responsibilities

• Lead Customer Operations (CO) team in Malaysia and drive transformation of GEM CO into intelligent service centres
• Manage local CO teams and operations and drive efficiencies and continuous improvement
• Develop a culture aligned with International Operations Vision to make every customer touch point brilliant
• Align with Head, Customer Operations Region on transformation plans and customer-centric execution
• Own CO processes at country level and build strong relationships with Leadership Team, BUs and Supply Chain
• Ensure high service levels and KPIs across pre-order, order/delivery and return/credit streams
• Drive CO optimization, standardization, automation and regional services
• Participate in FIN, ISO Audits and Country/Cluster Management Review
• Support implementation of changes through coordination with local/cluster and shared service center
• Ensure compliance with quality, regulatory standards and SOPs

Skills

Leadership

People management

SCM knowledge

Project management

Change management

Communication

SAP

Education

University degree

Tools

SAP OTI modules

Job description

Customer Service Support Manager (Order-to-Invoice)

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

See your impact at alcon.com/careers