Manager I, Customer Service Support (Order-to-Invoice)

Job title: Manager I, Customer Service Support (Order-to-Invoice)

Position Overview

The Manager I, Customer Service Support (Order-to-Invoice) will lead Customer Operations (CO) team in MALAYSIA and drive and support locally the transformation of GEM CO into intelligent service centres, which enhance customer experience, provide innovative and valued services with an aspiration to be the leaders in med tech companies, offering best in class tools & services and this in close collaboration with the Head, Customer Operations Region and in line with the overall GEM Supply Chain Department and CO International vision and strategy.

Key Responsibilities

• Scope is supporting Customer Operations function for both Franchises, Surgical and Vision Care, including all sub-processes within pre-order, order and return process streams for local market / cluster.

• Manage local / CO teams and operations and drive operational efficiencies and continuous improvement by implementing organizational structures and processes locally

• Develop a culture in line with International Operations Vision to make every customer touch point brilliant

• Align with Head, Customer Operations Region on the local aspects of the transformation plans of Customer Operations (CO) into intelligent service centers and to become a more customer centric organization and execute against those plans

• Secure all OTI strategy execution, processes and contribution to the commercial and economic success, customer loyalty, reputation, and culture of Alcon

• Have high positive impact on both internal and external associates, stakeholders, and customers. Lead, develop and coach direct reports

• Execution of CO strategy, organizational design of teams and processes within market with following scope:

• Pre order stream: cooperation with Customer-, Price-, and Material Master data team

• Order / delivery stream: interface between customers and Alcon in terms of sales order creation, secure order conditions, back- orders, sample management, shipping compliance, consignment stock inventory, obsolescence, unsterile IOL handling, C-Pak handling

• Return / credit note stream: