Senior Customer Operations & Process Excellence Lead

Alcon MX; Kuala Lumpur; On-site; MYR 112,000 - 156,000; Full time

Job summary

Alcon is seeking a Sr. Associate II, Customer Service Support in Kuala Lumpur to manage end-to-end customer service operations, consignment inventory, and process improvements.

You will support order processing, data management, inquiries, returns, and training coordination while partnering with Sales, Finance, Commercial, and Supply Chain to ensure efficient service delivery. The role emphasizes governance, analytics, and continuous improvement, driving business transformation initiatives in a

Qualifications

• 5–8 years of relevant experience in Customer Service, Customer Operations, or related roles.
• Experience leading cross-functional initiatives with Finance, Commercial, Supply Chain, and Customer Operations.
• Experience with transformation projects or system implementations is preferred.
• Experience in consignment inventory management and operational reporting is advantageous.

Responsibilities

• Manage and optimize service deliveries, order processing, and customer inquiries to ensure timely fulfillment.
• Oversee consignment inventory processes and collaboration across teams and controllers.
• Lead transformation projects, digital initiatives, and process standardization.
• Coordinate day-to-day customer service activities and generate performance reports.
• Ensure compliance with SOPs, GxP, and regulatory requirements; monitor internal controls.
• Provide leadership in training, governance, and knowledge transfer across the organization.

Skills

SAP ERP

Excel

Power BI

Tableau

Data analysis

Stakeholder management

Cross-functional collaboration

Education

Bachelor's Degree in Business Administration, Supply Chain Management, Logistics, Finance, Accounting, Operations Management, Marketing, or related discipline

Tools

iDOC monitoring

Job description

Alcon is seeking a Sr. Associate II, Customer Service Support in Kuala Lumpur to manage end-to-end customer service operations, consignment inventory, and process improvements.

You will support order processing, data management, inquiries, returns, and training coordination while partnering with Sales, Finance, Commercial, and Supply Chain to ensure efficient service delivery. The role emphasizes governance, analytics, and continuous improvement, driving business transformation initiatives in a