Senior Associate, Customer Service Support (Master Data Management - 1 Year Contract - Maternit[...]

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.

POSITION OVERVIEW:

The Senior Associate, Customer Service Support (Master Data Management) is responsible for the maintenance of local critical data on the ERP and CRM systems for the countries that are in his working area. They are responsible for ensuring that Customer and Pricing Data is accurate and up to date, essential for the day to day running of the business. They must also perform Bona Fides checks to ensure that customer qualifications are validated, in line with global quality standards. Responsible for the setup of new customer accounts on both the CRM and ERP system within the stipulated SLA. Commercial and financial data must be set up correctly to ensure that customers are invoiced correctly, are on the correct payment terms, receive the correct discounts and that their sales are reported correctly. As the first point of contact when the customer account is created they are responsible for demonstrating the right “face to the customer” whilst performing bona fide checks to ensure that customer’s professional qualifications are validated and critical legal documents such as Terms and Conditions are signed by the customer before the account is activated.

KEY RESPONSIBILITIES:

• Ensure that there is no duplication of customer accounts and that accounts are deactivated with change of ownership or liquidation of a company to limit risk of bad debt. Liaise with sales force team, flagging new accounts, and dealing with price and customer queries.
• Ensure customer financial data is kept up to date such as Direct Debit details and payment terms; this requires close collaboration with the Accounts Receivable Team.
• Ensure that all selling prices and freight charges are set up correctly on the ERP system to eliminate potential price disputes and protect the sales organization’s profit margin.
• Investigate price disputes, maintain a log of root causes of the price dispute and correct prices on ERP system as required.
• Responsible for the correct implementation of listings and exclusions to ensure that only customers with validated licenses can purchase medical devices which are fitted in patients.
• Ensure AFCM controls are adhered to for creation and maintenance of customer and prices.
• Manage the maintenance of existing procedures and where appropriate develop new SOPs (Standard Operating Procedure), ensuring compliance, quality, regulatory and legal requirements are met. Maintain the master data related part of the quality management system (ISO 13485) and follows the GxP ("good practice" quality guidelines and regulations).
• Implement promotional activities on the system (i.e. free of charge/discounted goods). Run and check customer master data reports in accordance with compliance procedures and carry out regular data cleansing.
• As potential member of the Super User community they will deal with queries from the business, raise tickets and implement enhancements as requested by the business unit.
• Any other duties or projects as requested by the Line Manager commensurate with the grade and level of responsibility for this role, for which the associate has the necessary experience and/or training.
• Extraction of reports from the various available systems.
• Active involvement in project teams relating to Customer Master Data & Pricing.
• Acts as backup for all the GEM affiliates, knowledge of all countries specific settings.

WHAT YOU'LL BRING TO ALCON:

Education (minimum/desirable):

• Bachelors Degree in Business, Marketing, or Science/Engineering. Masters Degree preferred.

Languages

• Fluency in English (verbal and written) – the communication method with Line manager, team members, departments from other countries in GEM, CDA colleagues in Alcon, necessary when acting as backup.

Relevant Experiences

• 2 years in master data management.
• Preferred but not mandatory condition: Medical Device industry.
• Preferred but not mandatory condition: SAP Master Data Management experience.
• Good working skills with MS Office suite.
• Preferred: MS Excel, Power Point, Access.
• 2 years interacting with senior internal and/or external personnel on significant matters often requiring coordination between organizations.

Competency profile

• Communication Skills (oral, written and listening ability): Effectively and efficiently conveys clear, complete and focused information; interacts with people at all levels of authority.
• Interpersonal Skills: Able to communicate effectively written, verbally and by telephone with people at varying levels from within Alcon and also people outside of the company.
• Analytically strong. Ability to manage complexity and interdependencies.

HOW YOU CAN THRIVE AT ALCON:

• Opportunity to work with a leading global medical device company.
• Collaborate with a diverse and talented team in a supportive work environment.
• Competitive compensation package and comprehensive benefits.
• Continuous learning and development opportunities.

Alcon Careers

See your impact at alcon.com/careers