Associate, Data Analyst (Order Management)

About the role

Associate I, Customer Services Support - Order Monitoring & Data Analyst (OTI) is responsible for monitoring and supporting end-to-end order management processes to ensure accurate and timely order fulfillment in line with company policies, service commitments, and China OTIF standards. The role serves as the primary coordinator for automated order monitoring, data analysis, reporting, and sales support activities while ensuring operational excellence across order processing, customer service, equipment financing administration, Custom Pak management, pricing support, purchasing activities, and demo equipment programs.

Key responsibilities

• Monitor BOT/RPA and Adi (e-order) transactions in real time to ensure accurate and timely order processing across the order lifecycle
• Serve as the primary point of contact for customer order processing, order status updates, inquiries, and issue resolution
• Provide post-sale customer support on both technical and non-technical matters, ensuring timely responses and customer satisfaction
• Act as liaison between customers, sales teams, production, distribution, finance, pricing, and logistics stakeholders to ensure seamless order fulfillment and issue resolution
• Support the preparation, maintenance, and management of Equipment Financing Agreement business cases, contract documentation, approvals, and compliance monitoring
• Manage Demo and Evaluation contract preparation, approvals, installations, equipment transfers, returns, and reporting activities
• Develop, maintain, and enhance operational reports, management dashboards, and business analytics to support decision-making
• Perform daily reviews of order exceptions, backorders, blocked orders, pricing discrepancies, and fulfillment risks
• Analyze order exception trends, automation failures, SLA performance, and processing accuracy to identify root causes and implement corrective actions
• Ensure all processes, policies, and procedures are clearly documented, consistently followed, and aligned with company standards, SOPs, and global operating requirements

About you

• Bachelor's Degree in Business Administration, Supply Chain, Finance, Data Analytics, Information Systems, Operations Management, or equivalent
• 3 to 5 years of relevant experience in Order Management, Customer Operations, OTI (Order-to-Invoice), Customer Service Support, Sales Operations, or related functions
• Fluent in written and spoken Mandarin and English (mandatory)
• Strong knowledge of order-to-invoice processes, backorder management, blocked order management, pricing administration, and customer service operations
• Experience working with SAP and automated order processing platforms such as RPA/BOT, Adi, or comparable technologies
• Proven experience in data analysis, reporting, dashboard development, and managing large datasets using Advanced Excel, Tableau, Microsoft Access, Power BI, or similar tools
• Strong attention to detail with a focus on data integrity and operational accuracy
• Excellent analytical and problem-solving skills
• Strong communication and stakeholder management capabilities across diverse cultures and functions
• Ability to prioritize multiple tasks and manage deadlines in a fast-paced environment

About us

At Alcon, we are inspired by the meaningful work we do to help people see brilliantly. As the global leader in eye care, we boldly innovate, champion progress, and act with speed. We recognize and celebrate the contributions of our people, offering career opportunities that empower growth and fulfillment. Together, we go above and beyond to make a lasting impact on the lives of our patients and customers. We cultivate an inclusive culture and invite diverse, talented individuals to join us in shaping the future of eye care.