Multi Market Operations Specialist (OTI) Spanish & Portuguese

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.

Multi‑Market Operations Specialist (OTI) – Spanish & Portuguese

As a Multi‑Market Operations Specialist (Order-to-Invoice / OTI) you will play a key role in ensuring smooth order processing, efficient returns management, and high-quality customer support across the Iberian region. While your core responsibility will be Spain and Portugal, you will also participate in OTI transformational projects, process improvements, and regional initiatives.

This role is ideal for someone who enjoys operational excellence, cross-market collaboration, and continuous improvement.

Primary Market: Iberia (Spain & Portugal)
Additional Scope: Cross‑Regional OTI Activities

WHAT YOU WILL DO

• Enter and validate customer orders, checking product availability, pricing, and commercial terms.
• Coordinate with inventory, logistics, and shipping teams to ensure timely and accurate order fulfillment.
• Update order status, monitor shipment progress, and proactively communicate delays or changes.
• Provide customers and other stakeholders with order confirmations, shipping details, and delivery updates.

• Manage order adjustments (modifications, cancellations, special requests) in a timely manner.
• Maintain a high level of customer satisfaction through proactive communication and problem-solving
• Review and assess return requests in line with internal policies.
• Issue Return Material Authorizations and provide detailed return instructions.
• Track return shipments and ensure system records remain accurate.
• Monitor return process efficiency and propose improvement opportunities.
• Process credit notes.
• Manage Salesforce cases in OTI scope
• Process IDOC in errors across EMEA region.
• Analyzing and deep diving into the IDOC structure and propose the solution to decrease errors number.

• Support with dispute resolution whenever possible, ensuring timely case handling.
• Investigate issues related to invoicing, deliveries, pricing, and returns.
• Collaborate with finance, supply chain, and customer service teams to resolve disputes professionally.

• Participate in regional OTI activities across EMEA as needed.
• Contribute to projects focused on process optimization, automation, and continuous improvement.
• Support transformation initiatives, including testing new tools, participating in workshops, and identifying operational gaps.

• Partner with stakeholders across the EMEA region, ensuring transparent communication and alignment.
• Maintain compliance with all internal standards, audit requirements, regulatory guidelines, and legal policies.

WHAT YOU’LL BRING

• Experience: Minimum 3 year in Order Management or Order-to-Cash operations.
• Customer service experience
• Languages:
  • Spanish – fluent
  • Portuguese – fluent
  • English – fluent
• SAP and SFDC knowledge.
• Solid MS Office skills (Excel, Outlook, PowerPoint).
• Strong communication, attention to detail, and problem-solving skills.
• Proactive mindset and willingness to support multi-market operations.

Customer‑centric approach

• Proven change management experience
• Exposure to new technologies, AI, and automation is an added advantage

What we can offer you:

• Very best working environment for our employees – Alcon Polska has been recognized as a Top Employer for the two years in a row
• Collaboration and frequent direct interactions with business stakeholders
• Truly international environment and daily interactions with colleagues from all over the world
• Attractive benefits package (private medical care, group insurance, lunch card, transportation allowance, pension plan, Multisport/cultural card, Alcon products for you and your significant other)
• Attractive compensation package (including bonus scheme)
• Hybrid model of work (3/2/weekly)
• Modern office with many facilities inside located at NewCity building, 15 Marynarska Street, Warsaw 

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