Senior Associate II – Customer Service Support

About the role

Alcon is seeking a Senior Associate II to lead customer service support operations, including order processing, consignment stock management, sales analysis and continuous improvement initiatives. The role partners with Sales, Finance, Supply Chain and other functions to ensure operational excellence and high customer satisfaction.

Key responsibilities

• Manage blocked, incomplete and exception orders, administer billing in SAP and maintain master data tables.
• Provide primary contact for sales representatives, customers and internal stakeholders, handling inquiries, complaints and returns.
• Oversee consignment inventory processes, monitor stock levels, evaluate risks and support inventory reconciliation.
• Lead transformation projects, act as Local Process Owner and Super User for customer‑service systems, and drive process standardisation.
• Generate operational and sales performance reports, conduct analytical reviews and support data‑driven decision making.

Required profile

• Bachelor’s degree in Business Administration or related field.
• Proven experience in customer service operations, order management and inventory control.
• Strong analytical mindset with ability to identify trends, risks and improvement opportunities.
• Excellent communication and stakeholder‑management skills across cross‑functional teams.

Required skills

• SAP transaction processing (VXF3, VF04, V23).
• iDOC monitoring and Order‑to‑Invoice (OTI) error troubleshooting.
• Data analysis and reporting tools (e.g., Excel, business intelligence platforms).
• Inventory management and consignment stock coordination.