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

About the role

Alcon is seeking a Senior Associate to manage customer orders and provide support in both English and Japanese. The role ensures accurate, timely processing of orders and delivers a high‑quality end‑to‑end experience for customers and partners.

Key responsibilities

• Process and enter orders, including special‑handling cases and digital OCR‑based entries.
• Manage end‑to‑end order flow – intake, validation, modification, fulfillment, and closure – for sales, returns, samples, demos, and equipment.
• Coordinate back‑order communications with customers and sales teams, and troubleshoot operational issues.
• Collaborate with customer service and cross‑functional departments to maintain smooth operations.
• Utilize SAP, BOTs, and Salesforce (SFDC) to improve efficiency and accuracy.
• Ensure compliance with internal policies, SLAs, and operational KPIs.
• Analyze inquiry trends, prepare reports, and update process documentation.
• Participate in continuous‑improvement and cross‑functional projects.

Required profile

• Fluent Japanese language skills.
• Strong communication abilities for phone and email interactions.
• Experience in order management or customer service support.

Required skills

• SAP
• Salesforce (SFDC)
• BOTs for automation
• OCR technology for digital order entry