Sr. Associate I, Customer Service Support (Order Management - Japanese Speaker)

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.

POSITION OVERVIEW:

This role is responsible for processing customer orders efficiently and accurately, ensuring that all procedures related to product and service delivery are executed promptly and without error. The position requires maintaining smooth communication with customers and external partners to deliver a fast and highly satisfactory end-to-end order management experience.

KEY RESPONSIBILITIES:

Order Management

• Accurately process and enter orders, including those requiring special handling or cases where order entry by external vendors is not feasible. This includes digital order entry utilizing OCR technology.

• Manage end‑to‑end order processing—order intake, validation, modification, fulfillment, and closure—across Sales, Returns, Samples, Demos, and Equipment orders.

• Proactively manage backorder scenarios by coordinating timely and clear communications with customers and the sales team.

• Actively participate in troubleshooting and providing support when operational issues or disruptions occur.

• Work closely with customer service teams and other relevant departments to support efficient operations.

• Understand and utilize order management and customer management tools such as SAP, BOTs, and Salesforce (SFDC) to improve operational efficiency and accuracy.

• Oversee end-to-end order processing, including intake, validation, modification, and closure, Sales, Return, Sample, Demo, Equipment, etc.

• Identify delays, risks, or bottlenecks and proactively ensure timely resolution.

• Maintain compliance with SLAs, delivery commitments, and operational KPIs.

Customer Inquiry Handling

• Respond to inquiries from sales teams, customers, and external vendors via phone and email.

• Manage back-order communications with customers and sales team.

• Manage issues and claims appropriately by understanding inventory status, delivery schedules, and other relevant information.

Process Compliance

• Ensure all orders are executed accurately and in full compliance with internal policies, business rules, and defined service level standards.

• Follow established rules and standards throughout the order management process. Perform continuous checks to minimize errors and ensure operational consistency.

Reporting & Documentation

• Analyze inquiry trends, prepare reports, and create or update manuals.

Continuous Improvement & Cross-Functional Projects

• Participate in process improvement initiatives across Order Management, Customer Service, and Supply Chain.

• Identify opportunities for automation, workflow optimization, and enhanced data accuracy.

• Support global and regional projects focused on digitalization, system enhancements, and operational excellence.

WHAT YOU’LL BRING TO ALCON:

Education*:

• University degree or equivalent.

Languages:

• Business level conversational. read and writing skills in Japanese and English

Experience/Professional Requirement*:

• Min 5 years’ experience as a Customer Support Specialist or similar CS role.

• Communication Skills
  Strong communication skills to ensure smooth interaction with customers and sales teams, enabling accurate understanding and handling of orders and requests.

• Product Knowledge & Order Process Expertise
  Ability to provide appropriate information and suggestions in response to inquiries from customers, external vendors, and sales teams, based on a solid understanding of products and order management processes.

• Organizational Skills
  Strong ability to manage multiple tasks, orders, and requests simultaneously. Effective time management, prioritization, schedule coordination, and adherence to deadlines are essential.

• Problem-Solving Ability
  Capability to respond quickly and accurately to customer or sales-related issues and requests, contributing to enhanced customer satisfaction.

•  Data Management Skills
  Ability to maintain data accuracy and consistency, and to process information appropriately and efficiently.

• Teamwork
  Collaborate effectively with internal departments and external partners by sharing information appropriately and supporting smooth operational workflows.

•  IT Skills
  Basic PC skills are required. Experience with SAP, BOT tools, and similar systems is a strong advantage.

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

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