Senior Customer Service & Process Excellence Lead

Alcon; Selangor; On-site; MYR 60,000 - 90,000; Full time

Job summary

Alcon is seeking a Sr. Associate II, Customer Service Support to drive end-to-end customer service operations, data management, and consignment inventory governance. You will partner with Sales, Finance, and Supply Chain to ensure accurate order processing, billing, reporting, and continuous improvement initiatives.

Responsibilities include managing exceptions, supporting iDOC monitoring, and leading training and governance for process improvements while ensuring GxP compliance and SOP adherence.

Qualifications

• Bachelor's degree in a related field is required.
• 5–8 years of experience in customer service or operations.
• Proficient in SAP, Excel, and BI tools.
• Strong communication and cross-functional collaboration.

Responsibilities

• Manage end-to-end customer service processes including order processing and invoicing.
• Coordinate consignment inventory and performance reporting.
• Lead process excellence initiatives and system implementation projects.
• Analyze data to deliver actionable customer insights and KPIs.
• Support training, governance, and compliance with SOPs and regulatory standards.

Skills

Customer service excellence

Analytics and reporting

Stakeholder management

Process improvement

English communication

Education

Bachelor's Degree in Business Administration, Supply Chain Management, or related field

Tools

SAP ERP

Power BI

Tableau

iDOC monitoring

Job description

Alcon is seeking a Sr. Associate II, Customer Service Support to drive end-to-end customer service operations, data management, and consignment inventory governance. You will partner with Sales, Finance, and Supply Chain to ensure accurate order processing, billing, reporting, and continuous improvement initiatives.

Responsibilities include managing exceptions, supporting iDOC monitoring, and leading training and governance for process improvements while ensuring GxP compliance and SOP adherence.