Senior Global Customer Service & Operations Specialist

Alcon; Selangor; On-site; MYR 90,000 - 150,000; Full time

Job summary

Alcon is seeking a Sr. Associate II, Customer Service Support in Malaysia. You will manage end-to-end customer service processes, oversee order processing, data management, inquiries and returns, and act as a key liaison across Sales, Finance, Commercial, and Supply Chain teams.

Focus on process governance and continuous improvement. You will drive analytics, prepare operational reports, and support transformation initiatives while ensuring compliance with SOPs and regulatory standards.

Qualifications

• Bachelor's degree in Business Administration, Supply Chain Management, Logistics, Finance, Accounting, Operations Management, Marketing, or related discipline.
• Experience in customer service processes, order processing, inventory management, and reporting activities.
• Proven experience working with Finance, Commercial, Supply Chain and Customer Operations teams.

Responsibilities

• Manage end-to-end customer service support operations including order processing, data management, inquiries, complaints, returns and training coordination.
• Provide backup support for iDOC monitoring and troubleshoot Order-to-Invoice (OTI) iDOC errors to minimize disruptions.
• Generate and deliver customer service metrics, operational reports, and sales performance reports for decision-making.
• Coordinate inventory and consignment-related activities with cross-functional teams to ensure accuracy and efficiency.
• Support process improvement initiatives including transformation projects and system rollouts.

Skills

SAP ERP

Customer Service

Order Management

Data Analysis

Excel

Power BI

iDOC monitoring

Education

Bachelor's degree in Business/SCM/Related field

Tools

SAP ERP

Power BI

Tableau

Job description

Alcon is seeking a Sr. Associate II, Customer Service Support in Malaysia. You will manage end-to-end customer service processes, oversee order processing, data management, inquiries and returns, and act as a key liaison across Sales, Finance, Commercial, and Supply Chain teams.

Focus on process governance and continuous improvement. You will drive analytics, prepare operational reports, and support transformation initiatives while ensuring compliance with SOPs and regulatory standards.