Senior Customer Operation Specialist at Alcon

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Vision Care, Surgical, Healthcare, Medical DevicesIndustries

Requirements

Experience managing Customer Operations across multiple franchises (Surgical and Vision Care), including all 12 sub-processes in pre-order, order, and return streams
Ability to manage local and 3PL teams
Knowledge of transformation plans in Customer Operations
Expertise in pre-order processes: preparation of tenders, management of quotes and contracts, creation/maintenance of customer, price, and material master data
Proficiency in order/delivery processes: sales order creation, securing order conditions, back-orders, sample management, shipping compliance, consignment stock inventory, obsolescence, unsterile IOL handling, C-Pak handling
Skills in return/credit note processes: customer invoicing, invoice shipping, return material authorization, carrier and RDC coordination, credit notes issuance
Capability to execute CO optimization, standardization, automation, virtual/physical centralization, and leverage regional services (e.g., 2nd level support for IRIS IDoc)
Experience driving collaboration with internal/external partners to meet KPIs and manage improvements
Knowledge of consignment processes: end-to-end tracking of approvals, monitoring accounts (physical audit/approvals/validity), timely franking, ageing/MOH/expiry monitoring
Familiarity with OTI (Order to Invoice) activities, e-invoicing (IRN & TCS), pending billing documents, cancellations, open returns/exchanges/damage/expiry, 3PL follow-ups, delivery blocks, shippoint data, demo equipment tagging, 3PL KPI reviews
Understanding of EFA processes: embedding compliance/controls, validating/approving agreements per BPA, contract creation in IRIS, managing customer database, retention of agreements (EFA, RC, Primera)
Expertise in Primera & Rate Contract processes: updating/sharing upon receipt, managing agreements for documentation relevance
Financial compliance knowledge: agreement templates per legal guidelines, aligning finance processes, supporting audits
Risk management skills: raising awareness, coaching internal controls
Ability to ensure/implement SOPs, policies, MALs, and harmonize processes/controls
Support for sales team queries, ad hoc reporting, adherence to quality systems

Responsibilities

Manage one Customer Operations function for both Franchises (Surgical and Vision Care), including all 12 sub-processes within pre-order, order, and return process streams for local market
Manage local/3PL teams
Align with Manager, Customer Operations, for transformation plans
Handle pre-order stream: preparation of tenders, management of quotes/contracts, creation/maintenance of customer-, price-, material master data
Manage order/delivery stream: interface between customers and Alcon for sales order creation, secure order conditions, back-orders, sample management, shipping compliance, consignment stock, obsolescence, unsterile IOL, C-Pak handling
Oversee return/credit note stream: customer invoicing/invoice shipping, return material authorization, carrier/RDC coordination, credit notes issuance
Execute CO optimization, standardization, automation, centralization, leveraging regional services (e.g., IRIS IDoc 2nd level support)
Drive collaboration/cooperation with in/external partners to deliver KPIs, initiate/manage improvements
Maintain consignment process: end-to-end tracking of approvals, close monitoring of accounts (audit/approvals/validity), timely franking per legal guidelines, monitor ageing/MOH/expiry pull-back
Handle OTI activities: end-to-end Order to Invoice, e-invoicing (IRN/TCS) support, generate pending billing docs, support cancellations, monitor open returns/exchanges/damage/expiry, follow-up 3PL on CN docs, monitor delivery blocks, maintain shippoint data, demo equipment tagging, 3PL KPI reviews
Manage EFA process: embed compliance/controls for EFAs/contracts, validate/approve agreements per BPA, create contracts in IRIS, manage customer database for updated docs, retain agreements (EFA, RC, Primera)
Handle Primera/RC process: update/share upon receipt with BPA, manage agreements for doc relevance
Ensure financial compliance: templates per legal guidelines with approvals, align finance processes, support Finance Team audits
Raise risk awareness and responses, coach internal control skills
Ensure best practice internal controls (policies, SOPs, MALs) for Alcon India, contribute to process/control harmonization
Support sales team queries timely, provide ad hoc reporting, adhere to company quality procedures

Skills

Key technologies and capabilities for this role

Customer Operations3PL ManagementTender PreparationQuotes and ContractsMaster Data ManagementSales Order CreationBack-orders ManagementSample ManagementShipping ComplianceConsignment StockInventory ManagementRMACredit NotesInvoicingE-InvoicingIRIS IDocOTIKPI ManagementProcess OptimizationAutomation

Questions & Answers

Common questions about this position

Is this a full-time position?

Yes, this is a full-time role.

What is the work location or remote policy for this role?

This information is not specified in the job description.

What key responsibilities or skills are required for the Senior Customer Operation Specialist?

The role requires managing local/3PL teams, aligning on transformation plans, handling pre-order processes like tenders and master data, order/delivery streams including sales orders and back-orders, and return/credit note processes like invoicing and returns.

What does the team structure look like for this position?

The role involves managing local and 3PL teams and aligning with the Manager, Customer Operations.

What experience makes a strong candidate for this role?

Strong candidates will have experience in customer operations across pre-order, order/delivery, and returns processes, managing 3PL teams, consignment stock, OTI activities, EFA/Primera contracts, and ensuring financial compliance.

Alcon

Specializes in eye care products and solutions

About Alcon

Alcon specializes in eye care products and vision solutions aimed at improving people's quality of life through better vision. Their product offerings include solutions for cataract surgery, retinal health, and contact lenses. Alcon's products work by utilizing advanced technology and research to provide effective treatments and aids for various eye conditions. What sets Alcon apart from its competitors is its strong emphasis on research and development, ensuring that they remain leaders in the eye care industry. The company's goal is to enhance vision and overall quality of life for individuals while promoting a diverse and inclusive workplace.

Geneva, SwitzerlandHeadquarters

1945Year Founded

IPOCompany Stage

Social Impact, HealthcareIndustries

10,001+Employees

Benefits

Medical, dental, & vision coverage

HSA Medical Plan

PTO

Paid Parental leave

401k

Retirement Plan Company Contribution

Low payroll deductions

Tuition Reimbursement Program

Annual Bonus

Free Family Contact Lens Program

12 Company Paid Holidays

Risks

FDA recall of contact lenses may harm Alcon's reputation and financial standing.

Antitrust case denial could lead to legal challenges and financial penalties.

Innovative competitors like Signal12 threaten Alcon's market share in eye care.

Differentiation

Alcon leads in eye care with a broad product portfolio and global reach.

The company invests heavily in R&D, ensuring cutting-edge vision solutions.

Alcon's commitment to diversity and inclusion strengthens its corporate culture.

Upsides

Acquisition of BELKIN Vision enhances Alcon's glaucoma treatment options with DSLT technology.

Orbis Flying Eye Hospital project boosts Alcon's global presence and eye care standards.

Recognition as a top employer in Singapore attracts and retains top talent.

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