Sr. Associate I, Customer Service Support (IDOC Monitoring & Resolution - 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 part of Alcon's Sales & Sales Support function, which enables seamless access to products across all channels to drive high levels of customer satisfaction among care professionals, supporting Alcon's mission to help people see brilliantly. The role is responsible for delivering advanced Order-to-Invoice (OTI) administration and support for the Japan market, including system monitoring, troubleshooting, reporting, and analytics. It focuses on the proactive monitoring and resolution of Inbound, Outbound, and Returns IDOC errors across Vision Care and Surgical Order-to-Invoice transactions. The incumbent liaises closely with internal Alcon teams as well as external partners (3PLs and distributors) to identify root causes, implement timely resolutions, and ensure transactional accuracy and continuity. In addition, the role conducts periodic analysis of IDOC error trends to drive continuous process improvement and operational efficiency.

Key Responsibilities

• Monitor, investigate, and resolve IDOC (Intermediate Document) errors within defined timelines, ensuring timely stakeholder communication for urgent issues.
• Collaborate with internal and external stakeholders to identify root causes and determine corrective actions, including decisions to correct or park IDOCs until closure.
• Monitor sales order conversion status for HOYA and escalate errors to the ICO Japan team.
• Perform SAP registration of new EDI clients and support EDI onboarding activities.
• Monitor and accurately resolve Returns transaction errors (D and R errors) and communicate impacts to stakeholders.
• Manage master data transmissions, error handling, and data coordination with third-party vendor ERPs.
• Perform master data creation, updates, and deletions for EDI implementation partners.
• Handle operational and technical inquiries from EDI customers.

• Collect and analyze IDOC error messages, root causes, and Corrective & Preventive Actions (CAPA) on a daily and weekly basis.
• Analyze process feedback and error trends to identify procedural gaps, emerging risks, and improvement opportunities.
• Prepare error trend reports and maintain accurate process documentation, manuals, and work instructions to ensure audit readiness and effective training.

• Analyze inquiry and error trends to drive continuous improvement and operational efficiency across Order-to-Invoice and Customer Service processes.
• Act as a business and technical interface between operational teams and ERP counterparts to support issue resolution and process optimization.
• Identify opportunities for automation, workflow optimization, and data quality improvement to streamline end-to-end processes.
• Support global and regional initiatives related to digitalization, system enhancements, and operational excellence.

What You'll Bring to Alcon

Education:

• Bachelor's degree in related fields such Information Technology or Engineering

Languages:

• Business level conversational, read and writing skills in Japanese and English

Experience/Professional Requirement: Experience & Technical Skills

• Minimum 5 years of experience in a Customer Support / Customer Service role or a similar operational support function.
• Proven experience in SAP Sales & Distribution (SD), with hands-on exposure to order processing, IDOCs, billing, rebates, and pricing.
• Strong understanding of end-to-end Order-to-Invoice processes in a customer facing environment.
• Knowledge of statistical process control is an advantage.

Core Competencies

• Excellent communication and observation skills, with the ability to assess situations and respond appropriately.
• Strong analytical and problem-solving abilities, with attention to detail.
• Ability to multitask, prioritize effectively, and execute with speed in a fast-paced environment.
• Demonstrates patience and professionalism when handling complex or challenging cases.
• Highly organized with strong time management and prioritization skills.

Behavioral & Work Style Attributes

• Results-driven mindset with a strong sense of accountability.
• Team player with a collaborative and supportive working style.
• Self-motivated, proactive, and able to work independently with minimal supervision.
• Strong customer and quality focus, with commitment to service excellence.
• Willingness and ability to work in Japan business hours.
• Availability of working on Saturdays, as required by operational needs.

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