Customer Operations

Alcon Polska Sp. z o.o.

Warszawa, Poland

1 d. temu

Job Description

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.

Role objective :

Transform Customer Operations International into intelligent E2E service centers which :

Enhance customer experience, providing innovative and valued services with best in class tools and Drive operational efficiencies and continuous improvement by redesigning organizational structures and processes to drive speed and cost reduction

Define automation strategy for the customer operation international organization by aligning the processes and tools with an ultimate aim of seamlessly transitioning to support business objective of Alcon.

Analysis of status quo and development of an automation road map for International organization for CO sub processes

Foster trusting relationships and align automation road map between the CO functions and other regional or global functions like : IRIS team, Supply Chain, IT and Business Franchises Surgical and Vision Care across various levels, functions and markets

Evaluation of automation and centralization potential of the individual sub-processes

Preparation and support to execute plans to transform Customer Operations into intelligent service centres by redesigning processes, setting International wide CO process standards and creation of automated E2E (end to end) CO service driven operational efficiencies and cost saving initiatives

Enabler to consistent and relevant customer care experience and ongoing optimization and continuous improvement and to gain competitive advantage in the International CO functions through automation

Define an approval and exception process, valid for all markets to get confirmation to the automation plans or to approve indispensable deviations from pre-defined road-map

Support creation of an IT road map for CO International

Responsible for :

Design of CO automation strategy and road-map for International, including roll out planning and

support of Regions and markets / clusters

Processes in scope :

Pre order stream

Preparation of Tender management of Quotes and of Contracting, creation and maintenance of Customer, -Price-, Material- Master data

Order / delivery stream

Interface between customers and Alcon in terms of sales order creation, secure Order conditions, Back- orders and sample management, Shipping compliance, Consignment stock inventory, obsolescence, unsterile IOL handling, C-Pak handling

Return / credit note stream

customer Invoicing and invoice shipping, Return material authorization, including carrier and RDC coordination and Credit notes issuance

CO automation initiatives, include RPA, FAX digitalization and automation, EDI, Customer self-service portal, e-invoicing, Chat-Bot, voice of customer, workflow solutions

Maintain contact with GPO, Global & Regional IRIS team and ensure ongoing awareness of the impact of future program releases, adjustments or changes across the functional area

Support and drive International CO strategy development and automation initiatives, to be aligned with Franchises, other stakeholder, with 3 regional CO centres and >

20 CO spocs in International markets / clusters

Impact on the organisation :

CO automation strategy, and productivity improvements on International level

Minimum requirements

University or other business degree

English fluent, other languages a plus

Six-Sigma or other relevant project / process and continuous improvement experience and high IT affinity

Experience with transformation of RPA, FAX digitalization and automation, EDI, Customer self-service portal, e-invoicing, Chat-Bot, voice of customer, workflow solutions

Experience in change management and project management and ability to understand end to end processes and drive process automation.

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