Order Management Executive (Taiwan)

Alcon Laboratories Malaysia Sdn Bhd; Petaling Jaya; On-site; MYR 50,000 - 73,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits

Global exposure

Continuous learning and development

Job summary

Alcon Laboratories Malaysia Sdn Bhd is seeking an Order Management Executive to oversee end-to-end order processing—intake, validation, modification, and closure—covering Sales, Return, Sample, Demo, Equipment, and related activities. You will ensure accuracy, compliance with policies, and proactive communication with customers and internal teams.

The ideal candidate holds a Bachelor's degree in business or a related field, has 1–5 years in Customer Service / Order Management / Medical devices,

Qualifications

• Bachelor's degree in business or related field.
• 1–5 years' experience in Customer Service / Order Management / Medical device field.
• Strong ERP and operational expertise.

Responsibilities

• Oversee end-to-end order processing, including intake, validation, modification, and closure, Sales, Return, Sample, Demo, Equipment, etc.
• Ensure all orders are processed accurately and in alignment with internal policies and service standards
• Manage backorder communications with customer and sales team
• Monitor order status throughout the order-to-delivery cycle
• Identify delays, risks, or bottlenecks and proactively ensure timely resolution
• Maintain compliance with SLAs, delivery commitments, and operational KPI
• Participate in process improvement initiatives across Order Management, Customer Service, and Supply Chain
• Identify opportunities for automation, workflow optimization, and enhanced data accuracy
• Support global and regional projects focused on digitalization, system enhancements, and operational excellence

Skills

Customer service

Order management

ERP

Supply chain

Data analysis

Communication

Education

Bachelor's degree in business or related field

Tools

ERP systems

Job description

Responsible for pre-sale and post-sale customer service and support, covering both technical and non-technical assistance across various customer segments including businesses and end-consumers. Tasks include remote customer service through phone, online chat, or text, as well as direct support in call centers and distribution or repair centers. Duties extend to analyzing and resolving customer issues, acting as a mediator between customers and the production or distribution teams for specific orders, and offering both technical and non-technical support in person. This includes receiving and addressing customer complaints through various channels, managing dissatisfaction proactively to maintain customer loyalty, keeping detailed records of interactions and resolutions, and escalating or redirecting issues as necessary to ensure high standards of customer service and satisfaction are met. Additionally, refining and supervising the processes related to customer orders, shipping, and returns. This involves handling complex orders, addressing any issues that arise during delivery, keeping abreast of and updating systems with information on product availability, expected delivery dates, and price adjustments. It also requires liaising with customers and internal departments to ensure smooth operations, alongside compiling and analyzing data on customer interactions, sales trends, complaints, delivery issues, and the reasons behind product returns, all aimed at elevating the overall customer service experience.

Key responsibilities

Oversee end-to-end order processing, including intake, validation, modification, and closure, Sales, Return, Sample, Demo, Equipment, etc.

Ensure all orders are processed accurately and in alignment with internal policies and service standards

Manage backorder communications with customer and sales team

Monitor order status throughout the order-to-delivery cycle

Identify delays, risks, or bottlenecks and proactively ensure timely resolution

Maintain compliance with SLAs, delivery commitments, and operational KPI

Participate in process improvement initiatives across Order Management, Customer Service, and Supply Chain

Identify opportunities for automation, workflow optimization, and enhanced data accuracy

Support global and regional projects focused on digitalization, system enhancements, and operational excellence

About you

Bachelor's degree in business or related field

Proficient in English and Cantonese/Mandarin (To support Taiwan market)

1-5 years' experience in Customer Service / Order Management / Medical device field

Strong ERP and operational expertise

Preferred projects experience related to Supply Chain Management

Customer-focused, detail-oriented, and proactive

About us

At Alcon, we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly, champion progress, and act with speed as the global leader in eye care. Here, you'll be recognized for your commitment and contributions and see your career like never before. Together, we go above and beyond to make an impact in the lives of our patients and customers. We foster an inclusive culture and are looking for diverse, talented people to join 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

Pharmaceuticals, Biotechnology & Medical Devices 51-100 employees

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.

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.

What can I earn as an Order Management Executive