Sr Associate I, Customer Service Support (Return Administrator - Japanese Speaker)
Cylite
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:
The Returns Administrator is responsible for accurately and efficiently executing return entries and credit processing in SAP based on customer return notifications. This includes verifying inspection results, return reasons, quantities, and pricing to ensure precise transaction handling.
The role ensures full compliance with relevant laws, internal SOPs, and return policies, while maintaining proper documentation such as RMA forms, return slips, credit memos, and approval records. All evidence must be organized and readily accessible for audits at any time.
For cases that fall outside the defined SOP, the Returns Administrator escalates the matter to the appropriate approval workflow in accordance with Commercial Competency and established return guidelines. For quality related issues, the role reviews information provided by QA and performs the necessary return and credit processing accurately.
KEY RESPONSIBILITIES:
SAP Entry & Credit Processing
After confirming inspection results, amounts, quantities, and return reasons, perform return processing and issue credit memos.
Quality Complaint Handling
Verify defect information provided by QA and execute return processing for applicable products in SAP.
Escalation of Exception Cases
For exceptions outside the SOP, escalate to the approval workflow based on Commercial Competency.
Evidence Management & Audit Support
Organize and store RMA forms, return slips, credit memos, and internal approval records, maintaining them in a state that allows immediate retrieval during audits.
WHAT YOU’LL BRING TO ALCON:
Education*:
University degree or equivalent.
Languages:
Business level Japanese and English speaking, reading and writing skills
Experience/Professional Requirement*:
Excellent communication, observation skills and ability to assess situation.
Multi-tasking abilities and able to execute with speed.
Patience when handling tough cases.
Good prioritization & organization skills.
Attention to details.
Results driven & team player.
Self-motivated and Proactive.
Ability to work on Japan working hours.
Preferred
Study and work experience in Japan
Experience Job Transfer working with Japanese
SAP/Salesforce/SharePoint/Microsoft Office tools
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
Alcon Careers
See your impact at alcon.com/careers
ATTENTION: Current Alcon Employee/Contingent Worker
If you are currently an active employee/contingent worker at Alcon, please click the appropriate link below to apply on the Internal Career site.