Customer Service Associate Director, Surgical

Alcon

  • Beijing
  • Permanent
  • Full-time
  • 30 days ago
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.As a Customer Operation Associate Director, a typical day will include: Managing & controlling the daily customer operation team for Surgical franchise, which should be included but not limited in order to invoice management, product promotion implementation, credit blocking/releasing, return/exchange management, VOC, customer complaints managements, as well as the system operations. Work on orders reconciliation to ensure the daily product ordering on right trail and under control, report any abnormality found in the ordering system. Proactively initiate or participate in key activities and meetings with cross functions to support Sales, Marketing, Supply Chain, Finance, etc. Continuously build and improve customer facing roles and capability, improve customer experience and support to Sales. Liaises closely with the business franchise to collect “voice” or provide high quality information & analysis, which should be included but not limited in daily order tracking, weekly backorder tracking, monthly order analysis, monthly return/exchange analysis and customer compliant collecting. Managing internal & external customer operation team to improve the service level through SOP set up, KPI tracking & monthly performance review. At the same time to be responsible for recruitment, providing training and coaching to the new team members as required to maintain the highest-level service capability. Cost of customer service and continuously drive the cost saving, ensure budget objectives achievement. Liaise with project team to drive the key strategy projects to be launched in China to achieve the ICO vision of automation, simplification, standardization and centralization. Well understood data warehouse, data connection, data relationships across functions, across systems. Experienced with SAP, Excel, PPT, Tableau, SAP BI. Work on business analysis and reporting, create valuable information and direction for business management.WHAT YOU’LL BRING TO ALCON:Education (Minimum): Good education background with B.A. or M.S. degree in Supply Chain, Business Administration, Finance, etc.Languages (Minimum): Sufficient verbal and written communication skills in English.Experience (Minimum): Most recent 5+ years’ experience are in customer service, commercial operations or sales operations area in giant international medical device company with matrix environment. 5+ years strong demonstrated leadership and experience of team leading, good communication skills, presentation skills, meeting organization and coordination capability. 3+ years of distributor customer service and good at external service provider operations management experience. Skill and ability to manage the issues, exceptions, conflictions, ability of adopt the changing situation. Good sense of process driven thinking, attention to detail, logical thinking and analytic. Strong sense of customer service and responsibility. Knowledgeable in SAP transactions with 3+ year experience of system implementation, key users, trainer, or SAP business analysist. Must be experienced and good at Excel, PPT, Data analysis, business analysis and reporting. Well understanding of SAP BI, Tableau, Sales Force system. Pleasant personality, good interpersonal skills, optimistic attitude and service minded.How You Can Thrive at Alcon:
  • Opportunity to work with a 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/careersATTENTION: Current Alcon Employee/Contingent WorkerIf you are currently an active employee/contingent worker at Alcon, please click the appropriate link below to apply on the Internal Career site.

Alcon