Senior Associate – Customer Service (EFA, Rebates & Billing, Japanese)

About the role

Alcon is seeking a Senior Associate to support daily EFA, billing and rebate operations. The role ensures accurate processing of transactions, compliance with internal policies and regulatory requirements, and contributes to overall customer satisfaction through precise system execution.

Key responsibilities

• Execute daily EFA operations in SAP, including receivables assignment, balance transfers and interest booking.
• Prepare and issue weekly and monthly invoices, including bi‑monthly Japan invoicing.
• Maintain system data for timely invoicing and generate equipment purchasing lists for FRA processing.
• Coordinate contract documentation with the Japan team and distribute finalized contracts via DocuSign.
• Process rebate payments, validate payment vouchers, and upload data to SAP using SRMS and BOT tools.
• Send monthly rebate reports and customer statements through the Web Bureau Transfer (WBT) system.
• Identify and escalate non‑standard cases according to SOPs and approval workflows.

Required profile

• Fluent Japanese (spoken and written) to interact with Japan‑based teams and customers.
• Strong attention to detail and ability to work within defined Service Level Agreements.
• Good understanding of finance and billing processes, with a focus on compliance and audit readiness.
• Effective communication skills to collaborate with internal stakeholders and external partners.

Required skills

• SAP
• DocuSign
• BOT tools
• Web Bureau Transfer (WBT) system
• SRMS (payment data processing)