Order Monitoring & Data Analyst (Tableau) - supporting China market at Alcon in Selangor

Job description

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