Senior Customer Service & Operations Specialist

alcon; Kuala Selangor; On-site; MYR 120,000 - 180,000; Full time

Job summary

Alcon seeks a Sr. Associate II, Customer Service Support to manage end-to-end customer service processes, back-office activities, and consignment inventory. You will support order processing, data management, and inquiries while ensuring regulatory compliance and process governance.

The role partners with Sales, Finance, Commercial, Supply Chain, and Consignment Controllers, acting as a Local/Regional Process Owner and project lead for business transformation and digital initiatives.

Qualifications

• Bachelor's Degree in Business Administration, Supply Chain Management, Logistics, Finance, Accounting, Operations Management, Marketing, or related discipline.
• 5–8 years of relevant experience in Customer Service Operations, Order Management, or related functions.
• Experience collaborating with Finance, Commercial, Supply Chain and Customer Operations teams.
• Experience with transformation projects, digital initiatives, or system implementations.
• Healthcare/pharma or regulated industry experience is a plus.

Responsibilities

• Manage and resolve blocked, incomplete, and exception orders to ensure timely fulfillment.
• Administer billing processes and ensure invoicing accuracy through SAP (VXF3, VF04, V23).
• Maintain and govern master data tables and related customer service data.
• Provide backup for iDOC monitoring and troubleshoot Order-to-Invoice (OTI) errors.
• Deliver excellent customer service to pharmacies, healthcare professionals, and distributors.
• Lead cross-functional collaboration and support system rollouts and process improvements.

Skills

SAP ERP

Excel

Power BI/Tableau

iDOC monitoring

Process analytics

Education

Bachelor's Degree in Business Admin/SCM or related discipline

Tools

SAP

Power BI

Tableau

Excel

Job description

Alcon seeks a Sr. Associate II, Customer Service Support to manage end-to-end customer service processes, back-office activities, and consignment inventory. You will support order processing, data management, and inquiries while ensuring regulatory compliance and process governance.

The role partners with Sales, Finance, Commercial, Supply Chain, and Consignment Controllers, acting as a Local/Regional Process Owner and project lead for business transformation and digital initiatives.