Associate I, Customer Service Support (Order Monitoring & Data Analyst)

About the role

Alcon is looking for an Associate I to support end‑to‑end order management and provide data‑analysis services for the Order Tracking & Integration (OTI) function. The role ensures accurate, on‑time order fulfillment while monitoring automated order processes and delivering post‑sale support to customers.

Key responsibilities

• Monitor BOT/RPA and e‑order (Adi) transactions in real time to guarantee accurate order processing throughout the order lifecycle.
• Serve as the primary point of contact for order status updates, inquiries, and issue resolution for customers and internal stakeholders.
• Coordinate with IT, Sales, Finance, Master Data, Pricing, Supply Chain and third‑party logistics to resolve automation exceptions and minimise business disruption.
• Support equipment‑financing agreements, contract documentation, approvals and compliance monitoring.
• Prepare and manage demo and evaluation contracts and related equipment requirements.
• Conduct root‑cause analysis, process optimisation and automation enhancement initiatives.
• Generate regular reports and insights on order performance, operational KPIs and OTIF targets.
• Ensure compliance with SOPs, GxP requirements, internal controls and quality standards.

Required profile

• Experience in order management, customer service support or data‑analysis within a regulated environment.
• Familiarity with SOPs, GxP compliance and internal quality controls.
• Ability to work cross‑functionally with Sales, Finance, Supply Chain and IT teams.
• Strong analytical mindset for reporting and continuous‑improvement activities.

Required skills

• RPA/BOT monitoring and troubleshooting.
• Data analysis and reporting.
• Order management systems (e‑order platforms).
• Root‑cause analysis and process optimisation.