Sr Associate, Customer Service Support (contract Management - Japanese Speaker)

Join Alcon

At Alcon, we are inspired by the meaningful work we do to help people see brilliantly. As the global leader in eye care, we boldly innovate, champion progress, and act with speed. We recognize and celebrate the contributions of our people, offering career opportunities that empower growth and fulfillment. Together, we go above and beyond to make a lasting impact on the lives of our patients and customers. We cultivate an inclusive culture and invite diverse, talented individuals to join us in shaping the future of eye care.

Position Overview

This role is responsible for overseeing the full lifecycle of contract management within the Alcon Japan market. Responsibilities include drafting, reviewing, negotiating, and executing contracts in compliance with legal, regulatory, and organizational requirements. The role works closely with internal and external stakeholders to ensure effective contract execution, monitors contract performance, and proactively addresses any issues or risks that may arise.

Key Responsibilities

• Contract & Equipment Order Management
• Receive, review, and validate equipment order applications submitted by Sales Representatives via Salesforce CPQ.
• Create accurate Equipment Order Forms based on approved applications, generate PDF documents, and ensure completeness and data integrity.
• Upload contracts to DocuSign, select and apply appropriate templates, and issue contracts within one business day in accordance with service level expectations.
• Apply appropriate DocuSign signing workflows and methods based on customer type and contractual requirements.
• Monitor contract execution progress and confirm successful completion and sealing in DocuSign.
• Contract Issuance, Execution & Lifecycle Administration
• Manage contracts throughout their full lifecycle, from initiation and execution to renewal or termination, ensuring adherence to all contractual terms and conditions.
• Process contracts generated from SRMS approval notifications by downloading approved agreements, completing required data fields, and issuing contracts via DocuSign.
• Accurately enter customer bank account information into SRMS following contract execution and update contract status to "Signed."
• Draft, review, negotiate, and execute contracts in accordance with company policies, legal requirements, and business objectives.
• Ensure contract terms are clear, accurate, and complete to minimize ambiguity and operational or legal risk.
• Approval, Legal & Compliance Coordination
• Receive and action contract creation requests and approval completion notifications via email and system tracking.
• Import contract documents into DocuSign, input required or additional information, and issue contracts to applicants.
• Create Upside applications following customer sealing and coordinate internal approval workflows.
• Liaise closely with Legal to request CEO seal execution via DocuSign when required.
• Ensure all contracts comply with applicable laws, regulations, internal policies, and governance standards.
• Identify potential contractual, operational, or compliance risks and implement appropriate mitigation actions.
• Documentation, Reporting & Record Keeping
• Maintain accurate, up-to-date Summary Files and tracking lists across the entire contract lifecycle.
• Upload fully executed contract PDFs to ServiceNow for GLS processing.
• Ensure all contract documentation is systematically organized, easily retrievable, and audit-ready.
• Prepare and provide regular contract status reports and updates to relevant stakeholders as required.
• Communication & Cross-Functional Collaboration
• Proactively engage Sales Representatives to clarify, obtain, or correct missing or incomplete application information.
• Collaborate closely with Sales, Surgical Teams, Group Procurement, Legal, Finance, and Operations to align contractual equipment, and business requirements.
• Provide guidance and support to internal stakeholders on contract-related processes and requirements.
• Communicate contract completion and outcomes to all relevant departments to ensure smooth handover and operational readiness.

What You'll Bring To Alcon

• Education: Minimum Diploma in Business Administration, Supply Chain Management, Healthcare Management, or a related discipline. Certification in Contract Management is an added advantage.
• Languages: Business level Japanese and English speaking, reading and writing skills
• Experience/Professional Requirement: Required
• Minimum of five (5) years of relevant working experience in Customer Service Support, Finance, Commercial Operations, and/or Contract Management roles.
• Japanese language proficiency at JLPT N1 or N2 level.
• Strong proficiency in Salesforce, DocuSign, Macros, and advanced Microsoft Excel.
• Proven contract management experience, preferably within the healthcare or medical equipment industry, with a solid understanding of medical and surgical equipment contract agreement processes.
• Strong IT competency, including SAP and Microsoft Excel.

Skills and Competencies

• Attention to Detail: Highly meticulous in reviewing contract terms to ensure full compliance with quality, customer, and regulatory requirements.
• Organizational Skills: Demonstrate ability to manage multiple contracts, priorities, and deadlines efficiently.
• Legal and Regulatory Knowledge: Sound understanding of contract law and applicable regulatory frameworks.
• Critical Thinking: Strong analytical and problem-solving skills to effectively address and resolve contract-related issues.
• Negotiation Skills: Proven ability to negotiate favorable terms with professionalism, patience, and resilience, including in challenging situations.
• Interpersonal and Communication Skills: Excellent written and verbal communication skills, with strong collaboration capability, adaptability to change, and sound situational judgment when working with diverse stakeholders.

Problem-Solving & Judgment

• Ability to identify missing information or inconsistencies and resolve issues efficiently.
• Sound judgment in escalating matters to Legal or relevant stakeholders when needed.

How You Can Thrive At Alcon

• Opportunity to work with a leading global medical device company
• Collaborate with a diverse and talented team in a supportive work environment
• Competitive compensation package and comprehensive benefits
• Continuous learning and development opportunities