Sr. Associate II, Customer Service Support

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. Sr. Associate II, Customer Service Support is responsible for managing customer service support operations, back-office activities, consignment stock management, sales analysis, reporting, and continuous improvement initiatives to ensure operational excellence and customer satisfaction. The role supports end-to-end customer service activities including order processing, data management, customer inquiries, complaint resolution, returns processing, training coordination, reporting, and business process governance. This position serves as a key business partner to Sales, Finance, Commercial, Supply Chain, Customer Operations, and Consignment Controllers, ensuring efficient execution of customer service processes and effective management of consignment inventory. The role also acts as a Local Process Owner (LPO), Regional Process Owner (RPO) representative, super user, and project lead for business transformation, digital integration, and process improvement initiatives. Additionally, the Sr. Associate II is responsible for driving customer service excellence through analytics, stakeholder engagement, training, and governance while ensuring compliance with all applicable SOPs, GxP requirements, regulatory standards, and company policies. KEY RESPONSIBILITIES: Service Deliveries: • Manage and resolve blocked, incomplete, and exception orders to ensure timely order fulfillment and customer satisfaction. • Administer billing processes and ensure orders are invoiced accurately through SAP transactions (VXF3, VF04, V23). • Maintain and govern master data tables including listings/exclusions, CMIR, output tables, licensing restrictions, and related customer service data. • Provide backup support for iDOC monitoring and troubleshoot Order-to-Invoice (OTI) iDOC errors to minimize operational disruptions. • Deliver excellent customer service to pharmacies, healthcare professionals, distributors, and other customer segments. • Serve as the primary contact point for sales representatives, customers, and internal stakeholders for inquiries, consultations, and issue resolution. • Manage customer inquiries related to product availability, pricing, order status, delivery schedules, and product information. • Support order processing, returns management, and operational activities for sales representatives and channel partners. • Generate and provide customer service metrics, operational reports, and sales performance reports to support business decision-making. • Coordinate healthcare professional engagement activities, including expense payout administration and related operational support. • Collaborate with Customer Care leadership in developing and executing commercial, customer service, and marketing support initiatives. • Support implementation of customer value propositions and multi-channel customer engagement plans. • Participate in user acceptance testing (UAT), enhancement projects, process improvements, and large-scale system rollouts. • Develop, update, and deliver end-user training materials, work instructions, and process documentation for system enhancements and process changes. • Provide recommendations to improve process effectiveness, operational efficiency, and customer experience. • Advise stakeholders on company products, commercial policies, customer programs, and operational processes. • Conduct reporting and analytical reviews to improve customer insights and support business performance objectives. Consignment & Inventory Management: • Manage consignment inventory processes and coordinate activities across Customer Operations, Finance, Commercial teams, and Consignment Controllers. • Monitor and analyze internal inventory levels and channel stock positions across wholesalers and distribution partners. • Evaluate inventory risks, stock shortages, and excess inventory situations, providing recommendations and mitigation plans. • Calculate and communicate business impact assessments related to stock availability and inventory fluctuations. • Ensure consignment processes are performed in accordance with company policies, financial controls, and regulatory requirements. • Support inventory reconciliation, reporting, and audit requirements related to consignment business processes. Project & Process Excellence: • Support Customer Service Excellence initiatives involving transformation projects, digital integration, automation, and process standardization. • Act as Local Process Owner (LPO), Regional Process Owner (RPO) representative, or Super User for customer service-related systems and processes. • Lead and coordinate assigned business initiatives from planning through execution and delivery. • Identify operational risks, process gaps, and opportunities for continuous improvement. • Collaborate with regional and global stakeholders to align local processes with global standards and best practices. • Drive adoption of new technologies, systems, and workflows that improve efficiency, performance, and customer satisfaction. • Track and report project milestones, deliverables, and business outcomes to management. Manage Day-to-Day Activities: • Coordinate daily customer service support operations to ensure business continuity and service level achievement. • Analyze operational data and customer feedback to identify trends, pain points, and improvement opportunities. • Prepare and distribute customer activity, service performan…