Sr. Associate I – Customer Service Support (Japanese Speaker)

About the role

Alcon is seeking a Sr. Associate I to provide Customer Service Support for the Japan market, focusing on IDOC monitoring and resolution. The role ensures accurate Order‑to‑Invoice processing, collaborates with internal teams and external partners, and drives continuous improvement.

Key responsibilities

• Monitor, investigate and resolve IDOC (Intermediate Document) errors within defined timelines.
• Collaborate with internal and external stakeholders to identify root causes and implement corrective actions.
• Monitor sales order conversion status for HOYA and escalate issues to the ICO Japan team.
• Perform SAP registration of new EDI clients and support onboarding activities.
• Resolve returns transaction errors (D and R errors) and communicate impacts.
• Manage master data transmissions, error handling and data coordination with third‑party vendor ERPs.
• Create, update and delete master data for EDI implementation partners.
• Handle operational and technical inquiries from EDI customers.
• Collect and analyze IDOC error messages, root causes and CAPA on a daily/weekly basis.
• Analyze error trends, prepare reports and maintain process documentation for audit readiness.

Required profile

• Fluent Japanese language skills.
• Experience with IDOC monitoring, EDI operations and SAP Order‑to‑Invoice processes.
• Strong analytical mindset to investigate errors and identify root causes.
• Ability to work with internal teams and external partners (3PLs, distributors).

Required skills

• SAP
• IDOC
• EDI
• Data analysis
• Reporting
• Master data management