Intercompany Order Fulfillment Specialist

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.

The Intercompany Order Fulfillment Specialist supports Alcon affiliates in purchasing products, including processing of orders, invoicing, delivering. Interacts with affiliates, Global/Regional S&OP, Alcon DC's, Alcon hubs, manufacturing sites, and external partners as freight forwarders and customs authorities, other Alcon departments to provide a variety of pre and post-sales services. Develops and maintains positive stakeholder relations; coordinates with various functions within the company, ensuring appropriate and timely handling of requests and queries. Documents customer interaction and updates status for open requests

In this role, a typical day will include:

• OPERATIONAL SUPPORT:

  • Processing and Monitoring of Affiliate orders in the system, to ensure timely delivery.

  • Provide service within agreed Service Level Agreements (SLA's) with various stakeholders, both internal and external.

  • Generate and analyze regular and ad hoc reports for internal customers.

  • Document and procedures based on process and expertise.

  • Document customer protocols for affiliates, best practices and workflow, including the maintenance of internal work instructions and training materials.

• INTERCOMPANY Customer SUPPORT:

  • Respond to inquiries and requests through ticketing system, e-mail, chat and/or phone.

  • If unable to resolve affiliate issue, escalate to appropriate staff or management and respond back to customer with solutions provided – by delivering high-level customer satisfaction by resolving escalated issues.

  • Provide feedback to inquiries regarding order status, shipping dates,  product availability and back orders.

  • Analyze and research historical data to solve issues.

  • Educate affiliates and other internal customers on available self-service tools and reports, including providing hands-on and continuous training.

  • Perform onboarding for internal and external parties related to Operational policy and process.

  • Drive and own Alcon Intercompany Order fulfillment operational efficiency and engagement with internal and external stakeholders via regular calls/service reviews.

  • Propose solutions and efficiencies to management to resolve operational issues, ensuring affiliate and stakeholder needs are always met.

  • Create, develop and analyze reports to propose CIPs within the team.

  • Familiar with all technology platforms that partners and affiliates interact with to access our products and services.

  • Act as a cross-functional liaison throughout the company and with external partners to support Alcon affiliates and its customers get the right products on time and in good quality.

WHAT YOU’LL BRING TO ALCON:

• 3-5 years in an international customer service.

• Experience in OTI (order to Invoice) module of ERP (preferred SAP). (High proficiency)

• Advanced Excel knowledge (crosstab, pivot, vlookup, macros, scripts, …).

• Communication Skills: Demonstrate ability to effectively and efficiently communicate with geographically or functionally dispersed teams. (High proficiency)

• Time management: Manage time effectively, prioritizing tasks. Ability to handle urgent and unforeseen requests. Ability to work to deadlines. Maintains effective performance under time pressure. (High proficiency)

• Stakeholder management: Ability to deal and satisfy diverse set of internal and external stakeholders: customers, production planners, export specialists, country CFOs, marketing, RA, GTC, APL (High proficiency)

HOW YOU CAN THRIVE AT ALCON:

● Manage your own workload and schedule while hitting your set targets

● Collaborate with teammates to share best practices and learnings as work evolves

● See your career like never before with focused growth and development opportunities

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