Senior Associate – Customer Service Support (Order Management, Japanese)

About the role

Alcon is seeking a Senior Associate to join its Customer Service Support team in Selangor. The role focuses on end‑to‑end order management for eye‑care products, requiring fluency in Japanese to serve regional customers efficiently.

Key responsibilities

• Accurately process and enter orders, including special‑handling and vendor‑initiated orders using OCR technology.
• Manage the full order lifecycle – intake, validation, modification, fulfillment and closure – for sales, returns, samples, demos and equipment.
• Coordinate back‑order communication with customers and sales teams, ensuring timely updates.
• Troubleshoot operational issues and collaborate with cross‑functional teams to maintain smooth operations.
• Utilize order‑management tools such as SAP, Salesforce and automation bots to improve efficiency.
• Monitor compliance with service‑level agreements and operational KPIs.
• Analyze inquiry trends, prepare reports and contribute to continuous‑improvement projects.

Required profile

• Fluent Japanese language skills for customer interaction.
• Strong attention to detail and ability to follow established processes.
• Excellent communication skills with internal and external stakeholders.

Required skills

• SAP
• Salesforce (SFDC)
• OCR technology for digital order entry
• Automation bots/RPA tools