Customer Operations Manager

Компания "Алкон Фармацевтика"

Alcon is the global leader in eye care, dedicated to helping people see brilliantly. With our 70-plus-year heritage, we are the largest eye care device company in the world – with complementary businesses in Surgical and Vision Care. Being a truly global company, we work in over 70 countries and serve patients in more than 140 countries.

Globally, we share a bond - seeing better enhances our quality of life. This is your chance to make contributions to a leading company that you can be proud of every day and help make a positive impact that can benefit yourself, your loved ones, your community and our world!

Join Alcon and help the world See Brilliantly!

As the Customer Operations Manager, you will lead Customer Operations Vision Care team locally and enhance customer experience, provide innovative and valued services, offering best in class tools & services in line with the overall CO International vision and strategy.In this role, a typical day will include the following:

• Customer Operations Manager will be responsible for the outcome of the Customer Service team (4) in ensuring the correct and timely creation and delivery of customer orders, invoices and credit and debit notes while establishing superb relations with our internal and external stakeholders and drive improvement opportunities.
• Manage the CO team and the operations and drive operational efficiencies and continuous improvement by implementing organizational structures and processes locally.
• Develop a team culture in line with International Customer Operations Vision to make every customer touch point brilliant.
• Secure all OTI strategy execution, processes and contribution to the commercial and economic success, customer loyalty, reputation and culture of Alcon.
• Have high positive impact on both internal and external associates, stakeholders and customers.
• Own all CO processes on country level and build and foster trusting relationships between the CO functions and other local functions like: Business Franchises, Supply Chain, Logistics to ensure smooth transactions in line with Franchise needs.
• Ensure effective communications towards key stakeholders, both internal and external.
• Support the implementation of changes through coordination of activities within the country.
• Permanently assess and adapt relevant processes and organizational structures for CO processes to increase customer satisfaction. This includes optimization, automation and centralization initiatives.
• Drive collaboration and cooperation to deliver against aligned KPIs for main processes.
• Ensure compliance of quality and regulatory standards as well as legal requirements, secure that all processes are well documented in SOP’s and in line with the company requirements.

What you’ll bring to Alcon:

• Education: University
• Languages: Fluently read, write, understand and communicate in English
• Experience:
• 3-5 years leadership experience with preferably functional expertise in OTI, Customer Service or Supply Chain Management.
• Strong management & leadership skills.
• Experience in change management and project management, understanding of E2E processes and ability to drive process improvements.

What we can offer you:

• Opportunity to join growing, early-stage organization built within a mature, stable global company
• Very best working environment for our employees
• Collaboration and frequent direct interactions with business stakeholders
• Attractive benefits package
• Attractive compensation package

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