Sr. Manager, Customer Service (Order-to-Invoice)

Overview

Sr. Manager, Customer Service (Order-to-Invoice) Jobs in Selangor, Malaysia at Alcon

Title: Sr. Manager, Customer Service (Order-to-Invoice)

Company: Alcon

Location: Selangor, Malaysia

At Alcon, we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly, champion progress, and act with speed as the global leader in eye care. Here, you’ll be recognized for your commitment and contributions and see your career like never before. Together, we go above and beyond to make an impact in the lives of our patients and customers. We foster an inclusive culture and are looking for diverse, talented people to join Alcon

POSITION OVERVIEW:

The Sr. Manager, Customer Service (Order-to-Invoice) will lead Customer Operations (CO) for the local markets in AGS and drive and support local CO teams / in AGS the transformation of International CO into intelligent E2E service centers, 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 CO International vision and strategy.

KEY RESPONSIBILITIES:

Scope is one Customer Operations function for both Franchises, Surgical and Vision Care, including all 12 sub-processes within pre-order, order and return process streams for local market / AGS

Manage AGS teams and operations and drive operational efficiencies and continuous improvement by implementing organizational structures and processes in AGS (including virtual and physical centralization opportunities)

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

Align with Head, Customer Operations Region on AGS aspects of the transformation plans of Customer Operations (CO) into intelligent E2E 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.

Manage stakeholders of countries that you are supporting to ensure they are up to date on SLA’s, risks, opportunities and customer feedback

Be a central point of escalation for any issues and complaints for the markets you support

Execution of CO strategy, organizational design of teams and processes AGS with following scope:

• Pre order stream: preparation of Tender, management of Quotes and Contracts, creation and maintenance of Customer-, Price-, and Material Master data
• 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: customer invoicing and invoice shipping, return material authorization, carrier and RDC coordination, credit notes issuance
• CO optimization, standardization and automation execution, including virtual and physical centralization, including leveraging regionally provided services e.g. 2nd level support for IRIS IDoc management and for defined sub-processes, mainly in the areas of pre-order processes and returns / credit note sub processes

Own all CO processes on AGS level and build and foster trusting relationships between the CO functions and other local functions like: local / AGS Leadership Team, Business Franchises Sx and VC, Supply Chain to ensure smooth transactions in line with Franchise needs

Ensure effective communications towards key stakeholders, both internal and external

Support the implementation of changes through coordination of activities with the AGS and shared service centre

Ensure consistently high service levels measured by key internal and external performance measures for internal and external service providers. Measures KPIs and secures that necessary corrective actions are taken.

Permanently assess and adapt relevant processes and organizational structures for CO processes to increase customer satisfaction. This includes optimization, automation and centralization initiatives

Drive collaboration and cooperation to deliver against aligned KPIs for main processes, drive collaboration and cooperation with in- and external partners, initiate, and manage improvement projects beyond CO with cross-functional teams (BUs, Finance, AGS and Com. Ops.)

Ensure compliance of quality and regulatory standards as well as legal requirements, secure that all processes are well documented in SOPs and in line with the company requirements

Manage AGS CO cost centre in most effective manner without compromising service levels. Optimize resources within the multifunctional teams to support achievement of functional & company targets

Member of regional CO management Team.

Financial responsibility:

Processing of > ….. mio $< sales annuallyCost budget of >…. mio. $< annually

Efficiency plan of >….< annual net savings

WHAT YOU'LL BRING TO ALCON:

• Education: University or comparable business degree or experience
• Languages: Ability to fluently read, write, understand and communicate in English
• Experience:
• 3 -5 years proven leadership experience with strong business acumen, people management and functional expertise in OTI and preferably SCM needed
• Proven management & leadership skills within a matrix organization
• Experience in change management and project management, understanding of E2E processes and ability to drive process improvements
• Experience in managing multiple countries and cultural backgrounds
• Proven experience managing deadlines/prioritizing workload with key stakeholders

Competency & Technical Skills

• Tactical and operational leadership, decision making and entrepreneurial drive
• Tactical skills, innovation, courage and result focus as key values
• Strong people management and coaching skills, challenger of status quo
• Strong customer focus, mind-set to drive for results across franchises and across functional projects and for building strategic working relationships
• Strong communicator with excellent coaching and motivation skills. Communicates effectively to Management, key stakeholders and business process experts
• Driving process improvements within OTI, related functions and Business Units
• Ability to assess risks, prioritize items in stretched timelines and influence prompt action
• Competencies to attract and recruit talent, motivate teams and individuals, delegate effectively, and manage performance
• Financial-, cost analysis- and IT skills

Key Performance Indicators

• Customer satisfaction (based on VOC, NPS,…) for respective country / AGS
• Performance in pre-order-, order-/delivery- and return-/credit note streams for respective country / AGS
• Performance and relationship management with local 3PL (if applicable)
• Conversion of manual to automated processes for the respective country / AGS
• Customer Operations employee satisfaction for respective country / AGS
• Team culture in respective country / AGS in line with International Customer Operations vision
• Execution against International Customer Operations transformations plan for respective country / AGS

How You Can Thrive at Alcon:

• Opportunity to work with a leading global medical device company
• Collaborate with a diverse and talented team in a supportive work environment
• Competitive compensation package and comprehensive benefits
• Continuous learning and development opportunities

ALCON Careers

See your impact at alcon.com/careers

ATTENTION: Current Alcon Employee/Contingent Worker

If you are currently an active employee/contingent worker at Alcon, please click the appropriate link below to apply on the Internal Career site.

Find Jobs for Employees

Find Jobs for Contingent Worker