Responsibility

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 Sr Associate I, Customer Service Support is responsible for executing the daily operations of EFA, Billing, and Rebates, ensuring all transactions are processed accurately, compliantly, and within defined Service Level Agreements (SLAs). This role provides direct support to internal stakeholders and contributes indirectly to customer satisfaction through precise system execution, strong documentation control, and timely coordination using SAP, BOT tools, DocuSign, and Web Bureau Transfer systems. The position also ensures adherence to internal policies, Standard Operating Procedures (SOPs), and regulatory requirements while supporting full audit readiness.

KEY RESPONSIBILITIES:

EFA and Billing Operations

• Perform daily EFA operations in SAP, including receivables assignment, outstanding balance transfers, interest booking, and related transactional activities.
• Prepare weekly and monthly issue of invoices.
• Maintain daily system data to ensure accurate and timely invoicing.
• Prepare the Equipment Purchasing List for FRA processing.
• Execute weekly and monthly billing activities, including invoice generation (Japan invoicing occurs twice monthly).
• Coordinate with the Japan team to prepare contract documentation and issue finalized contracts to customers and dealers via DocuSign.
• Process rebate payments following contract terminations by preparing payment data in the SRMS system, validating accuracy, and uploading approved data to SAP.
• Prepare contract documents with communicating Japan team and send them to customers/dealers.
• Ensure all operational activities are completed within established service standards and turnaround times.

• Validate payment vouchers and perform payment bookings, reconciliation, and rebate data registration using SAP and BOT tools.
• Support and expand the scope of transferred DocuSign operations, including Sx and VC rebate agreements.
• Send monthly rebate reports to Sx customers via the Web Bureau Transfer (WBT) system.
• Issue customer statements to customers twice monthly using WBT.
• Rebate payment after termination contracts, prepare payment data using SRMS(System)
• Check the payment data, upload them to SAP.
• Identify transactions or cases that fall outside defined SOPs or return guidelines.
• Escalate non‑standard and exception cases through designated approval workflows as required by Commercial Competency requirements.
• Coordinate with internal stakeholders to obtain approvals while ensuring compliance with return policies.

• Maintain complete, accurate, and compliant documentation, including RMA forms, return slips, credit memos, inspection results, and approval records.
• Ensure all supporting evidence is properly organized, controlled, and readily accessible for internal and external audits.
• Adhere to all applicable laws, internal SOPs, and return policies to ensure continuous audit readiness and regulatory compliance.

• University degree or equivalent.

• Business-level proficiency in Japanese and English (spoken, written and reading)

• Strong interest in finance operations and transactional processes.
• Excellent communication and analytical skills with the ability to assess situations effectively.
• Strong problem‑solving and multitasking capabilities with a results‑oriented mindset.
• Ability to handle complex or challenging cases with patience and professionalism.
• Willingness to support Japan working hours and extended hours during month‑end closing.
• Self‑motivated, proactive, and adaptable in a fast‑paced operational environment.

• Experience in Finance for EFA and Rebate, Billing operations
• Hands‑on experience with SAP, Salesforce, SharePoint, and Microsoft Office tools.
• Experience working with Japanese stakeholders through job t