Associate I, Customer Service Support (Order Monitoring & Data Analyst - OTI)
At Alcon, we are inspired by the meaningful work we do to help people see brilliantly. As the global leader in eye care, we boldly innovate, champion progress, and act with speed. We recognize and celebrate the contributions of our people, offering career opportunities that empower growth and fulfillment. Together, we go above and beyond to make a lasting impact on the lives of our patients and customers. We cultivate an inclusive culture and invite diverse, talented individuals to join us in shaping the future of eye care.
Associate I, Customer Services Support - Order Monitoring & Data Analyst (OTI) is responsible for monitoring and supporting end-to-end order management processes to ensure accurate and timely order fulfillment in line with company policies, service commitments, and China OTIF standards. The role serves as the primary coordinator for automated order monitoring, data analysis, reporting, and sales support activities while ensuring operational excellence across order processing, customer service, equipment financing administration, Custom Pak management, pricing support, purchasing activities, and demo equipment programs.
The position acts as the first line of support for order automation exceptions, collaborating closely with IT teams, Sales, Customer Service Representatives (CSR), Finance, Master Data, Pricing, Supply Chain, and third-party logistics partners to resolve issues and minimize business disruption. The role also supports continuous improvement initiatives through root-cause analysis, process optimization, automation enhancement, and reporting insights.
Additionally, Associate I is responsible for ensuring compliance with applicable SOPs, GxP requirements, company policies, internal controls, and quality standards while delivering a high level of customer service and operational support.
KEY RESPONSIBILITIES:
Service Deliveries:
Support the achievement of service levels, operational KPIs, OTIF targets, and customer satisfaction objectives.
Monitor BOT/RPA and Adi (e-order) transactions in real time to ensure accurate and timely order processing across the order lifecycle.
Serve as the primary point of contact for customer order processing, order status updates, inquiries, and issue resolution.
Provide post-sale customer support on both technical and non-technical matters, ensuring timely responses and customer satisfaction.
Act as liaison between customers, sales teams, production, distribution, finance, pricing, and logistics stakeholders to ensure seamless order fulfillment and issue resolution.
Support the preparation, maintenance, and management of Equipment Financing Agreement business cases, contract documentation, approvals, and compliance monitoring.
Coordinate approved equipment financing deals and communicate equipment requirements to Sales and Operations Planning to ensure timely execution.
Manage Demo and Evaluation contract preparation, approvals, installations, equipment transfers, returns, and reporting activities.
Create, review, and maintain Custom Pak quotations while supporting product substitutions, pricing inquiries, obsolete Custom Pak management, and forecast accuracy initiatives.
Support purchasing activities, including processing purchase requisitions, maintaining purchase order data, approving material and service orders within authority limits, and ensuring adherence to sourcing guidelines.
Liaise effectively between internal requestors and external vendors to facilitate purchasing and procurement activities.
Develop, maintain, and enhance operational reports, management dashboards, and business analytics to support decision-making.
Support system enhancements, automation initiatives, and process improvement projects that drive efficiency, accuracy, and service excellence.
Proactively identify process gaps and recommend solutions based on data analysis and operational insights.
Manage Day-to-Day Activities:
Monitor automated order processing systems (BOT/RPA and Adi) and ensure transaction accuracy, pricing integrity, inventory allocation, and delivery readiness.
Perform daily reviews of order exceptions, backorders, blocked orders, pricing discrepancies, and fulfillment risks.
Act as the first responder for automation-related incidents, system failures, and workflow interruptions.
Escalate system issues to India IT team and relevant support teams while tracking issues through resolution.
Coordinate closely with 3PL vendors and order operations teams to ensure smooth order fulfillment and timely issue resolution.
Analyze order exception trends, automation failures, SLA performance, and processing accuracy to identify root causes and implement corrective actions.
Build and maintain Backorder Reports, Sales Performance Reports, KPI scorecards, and operational dashboards.
Utilize Tableau, Microsoft Access, SAP, Excel, and related analytical tools to consolidate, analyze, and report operational data.
Manage Equipment Financing Agreement records, contract compliance, documentation controls, and reporting requirements.
Oversee Demo and Evaluation equipment transactions, including equipment tracking, installation coordination, asset returns, and inventory monitoring.
Create and maintain Custom Pak quotations and support pricing administration activities while ensuring master data accuracy.
Process purchase requisitions and maintain manual Purchase Order logs with complete and accurate information.
Monitor procurement activities for compliance with approved sourcing and purchasing policies.
Support cross-functional stakeholders with operational reporting, data analysis, forecasting, and customer-related information requests.
Ensure timely communication to affected customers regarding backorders, pricing issues, product availability constraints, or order disruptions.
Act as backup support for operational activities within the Customer Services Support and Order Management teams when required.
Compliance
Ensure all processes, policies, and procedures are clearly documented, consistently followed, and aligned with company standards, SOPs, and global operating requirements.
Maintain compliance with GxP regulations by adhering to approved Standard Operating Procedures (SOPs), documentation requirements, and quality standards.
Ensure accurate, complete, and auditable records are maintained for order management, purchasing, equipment financing, demo programs, pricing activities, and customer transactions.
Support internal controls, audit requirements, and regulatory compliance initiatives.
Complete all required compliance, quality, and regulatory training within established timelines.
Identify control gaps and support implementation of corrective and preventive actions to improve operational effectiveness.
Promote a strong compliance culture through adherence to established policies, procedures, and quality management requirements.
People Management
Actively support organizational values and ways of working by demonstrating collaboration, inclusiveness, accountability, customer focus, and continuous improvement.
Foster positive working relationships with internal stakeholders, external vendors, customers, and business partners.
Share knowledge, best practices, and process expertise with team members and stakeholders.
Support change initiatives, system implementations, process transitions, and knowledge-transfer activities as required.
Contribute to a high-performing service organization focused on operational excellence, customer satisfaction, and continuous improvement.
WHAT YOU'LL BRING:
Education:
(minimum/desirable)
Bachelor's Degree in Business Administration, Supply Chain, Finance, Data Analytics, Information Systems, Operations Management, or equivalent.
Professional certifications in Data Analytics, Supply Chain Management, Process Improvement, Lean Six Sigma, or related disciplines are an added advantage.
Languages:
Fluent in written and spoken Mandarin and English (mandatory).
Mandarin: Supports communication with local stakeholders, CSR, sales teams, and customers within the China market.
English: Supports collaboration with India IT teams, Global OTI/Q2C teams, regional stakeholders, and external vendors.
Experience:
3 to 5 years of relevant experience in Order Management, Customer Operations, OTI (Order-to-Invoice), Customer Service Support, Sales Operations, or related functions.
Strong knowledge of order-to-invoice processes, backorder management, blocked order management, pricing administration, and customer service operations.
Experience working with SAP and automated order processing platforms such as RPA/BOT, Adi, or comparable technologies.
Proven experience in data analysis, reporting, dashboard development, and managing large datasets using Advanced Excel, Tableau, Microsoft Access, Power BI, or similar tools.
Experience coordinating with cross-functional teams, IT support organizations, third-party logistics providers, and external vendors.
Exposure to equipment financing administration, purchasing processes, demo equipment management, contract administration, or pricing support is an advantage.
Experience in the medical device, healthcare, pharmaceutical, or highly regulated industry is preferred.
Technical Skills:
SAP Order Management and Customer Operations experience.
Advanced Microsoft Excel skills including reporting, analytics, and data visualization.
Tableau dashboard development and maintenance.
Microsoft Access or similar database management tools.
Knowledge of Power BI is an added advantage.
Understanding of order automation technologies, BOT/RPA monitoring, and exception management.
Strong analytical, problem-solving, and reporting capabilities.
Personal Attributes:
Strong attention to detail with a focus on data integrity and operational accuracy.
Customer-centric mindset with excellent service orientation.
Excellent analytical and problem-solving skills.
Strong communication and stakeholder management capabilities across diverse cultures and functions.
Ability to prioritize multiple tasks and manage deadlines in a fast-paced environment.
Proactive, adaptable, and resilient when managing operational challenges and system issues.
Capable of working independently and collaboratively within a global organization.
Flexible to support critical business situations, including system incidents, order cut-offs, and operational emergencies when required.
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