Associate 1, Customer Services Support - Return Order & Traceability Specialist - Customer Service

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.

Associate I, Customer Services Support - Return Order & Traceability Specialist is responsible for managing end-to-end return order processing activities to ensure returned products are handled accurately, efficiently, and in compliance with company policies, financial requirements, and applicable regulations. The role serves as the key coordinator for return request validation, sales and return traceability, return pricing verification, credit note administration, and return order execution across the China market.

The position collaborates closely with Sales, Finance, Order Processing, Customer Service, Supply Chain, and distributor/customer stakeholders to validate return eligibility, verify return pricing, and ensure the accurate processing of red and blue invoices associated with product returns and exchanges. The role also supports operational excellence through effective record management, issue resolution, process compliance, and continuous improvement initiatives.

Additionally, Associate I is responsible for maintaining complete transaction traceability, ensuring all return activities comply with approved Standard Operating Procedures (SOPs), internal controls, quality requirements, financial policies, and applicable regulatory standards while delivering a high level of customer service and operational support.

KEY RESPONSIBILITIES:

Service Deliveries:

• Review and process incoming product return requests from distributors and customers upon receipt of the necessary Sales approval.

• Verify historical sales transactions and return records to determine product eligibility for return in accordance with company Product Return Policies.

• Validate return criteria including product eligibility, remaining shelf life, return periods, supporting documentation, and compliance requirements.

• Apply Finance-defined return pricing guidelines to determine and verify accurate return values for returned products.

• Coordinate with Order Processing teams to validate return order values, credit notes, and return-related documentation.

• Manage the accurate processing of red (credit) and blue invoices associated with product returns, exchanges, and offsetting transactions.

• Ensure all return-related financial documents align with original sales invoices and comply with financial and tax requirements.

• Communicate timely updates regarding return status, documentation requirements, and issue resolution to distributors and customers.

• Collaborate with Sales, Finance, Customer Service, and Operations stakeholders to resolve return-related inquiries and exceptions.

• Maintain complete and accurate return transaction records to ensure full traceability and audit readiness.

• Support reporting and analysis related to return transactions, return trends, and operational performance.

• Contribute to continuous improvement initiatives aimed at enhancing return management efficiency, accuracy, and customer experience.

Manage Day-to-Day Activities:

• Review return requests and supporting documentation to ensure completeness and approval compliance prior to processing.

• Perform sales and return transaction traceability checks using historical records and system data.

• Validate return eligibility against company policies, shelf-life requirements, and approved return conditions.

• Review and reconcile return pricing based on Finance-approved pricing methodologies and return policies.

• Coordinate return order processing activities and monitor transactions through completion.

• Verify the accuracy of credit notes, return orders, red invoices, and blue invoices before release.

• Resolve discrepancies related to invoice matching, return values, transaction history, and return eligibility.

• Maintain accurate data within SAP and other supporting systems related to return processing activities.

• Perform data validation, reconciliation, and record maintenance activities to ensure data quality and transaction accuracy.

• Support internal and external stakeholders with return-related inquiries, documentation requests, and transaction investigations.

• Monitor outstanding return cases and proactively follow up on pending approvals, documentation, and issue resolution.

• Prepare operational reports and maintain records to support business reviews, audits, and management reporting requirements.

• Act as backup support for operational activities within Customer Services Support and Order Management teams when required.

Compliance

• Ensure all return management processes are executed in accordance with company policies, SOPs, and global operating procedures.

• Maintain compliance with applicable financial, tax, quality, and regulatory requirements associated with return transactions.

• Ensure accurate, complete, and auditable records are maintained for all return-related activities and customer transactions.

• Support internal control requirements, audit requests, and compliance monitoring activities.

• Complete all required compliance, quality, and regulatory training within established timelines.

• Identify process gaps, compliance risks, and operational improvement opportunities while supporting corrective and preventive actions.

• Promote a strong compliance culture through adherence to established procedures, quality standards, and governance requirements.

People Management

• Demonstrate Alcon values through collaboration, accountability, inclusiveness, customer focus, and continuous improvement.

• Build and maintain strong working relationships with internal stakeholders, distributors, customers, and business partners.

• Communicate effectively across Sales, Finance, Customer Service, Supply Chain, and Operations functions to support successful return processing.

• Share process knowledge, best practices, and expertise with team members and stakeholders.

• Support process transitions, system enhancements, knowledge-transfer activities, and operational improvement projects.

• Contribute to a high-performing service organization focused on operational excellence, compliance, and customer satisfaction.

WHAT YOU'LL BRING:

Education:

(minimum/desirable)

• Bachelor's Degree in Business Administration, Supply Chain Management, Finance, Operations Management, Logistics, or equivalent.

• Professional certifications related to Supply Chain, Customer Service, Finance Operations, Quality Management, or Process Improvement are an added advantage.

Languages:

• Fluent in written and spoken Mandarin and English (mandatory).

• Mandarin: Supports communication with Chinese-speaking distributors, customers, Sales teams, and Finance stakeholders regarding return eligibility, pricing verification, and invoice processing requirements.

• English: Supports collaboration with regional stakeholders, global teams, and cross-functional business partners.

Experience:

• 3 to 5 years of relevant experience in Customer Service, Order Management, Supply Chain Operations, Order-to-Cash (OTC), Order-to-Invoice (OTI), or related functions.

• Strong knowledge of return management processes, product return eligibility assessment, credit note administration and return transaction processing.

• Experience validating sales transactions, return records, pricing information, and financial documentation.

• Proven experience coordinating return-related activities while ensuring adherence to company policies, quality standards, and regulatory requirements.

• Experience collaborating with cross-functional stakeholders including Sales, Finance, Customer Service, and Operations teams.

• Experience within the medical device, healthcare, pharmaceutical, or highly regulated industry is preferred.

• Familiarity with red and blue invoice processing requirements is considered an advantage.

Technical Skills:

• Proficient in Microsoft Excel including data entry, data cleansing, lookup functions, reconciliation activities, and reporting.

• Working knowledge of Microsoft Access or similar relational database systems for data analysis and transaction traceability.

• Experience using SAP for order management, return processing, and transaction validation.

• Strong data validation, reconciliation, reporting, and analytical capabilities.

• Understanding of return order processes, credit note management, and invoice verification activities.

Personal Attributes:

• Strong attention to detail with a commitment to accuracy in return pricing, invoice processing, data validation, and compliance activities.

• Customer-focused mindset with strong service orientation and problem-resolution skills.

• Excellent interpersonal and communication skills with the ability to collaborate effectively across Sales, Finance, Operations, distributors, and customers.

• Strong analytical and problem-solving capabilities with the ability to identify discrepancies and recommend solutions.

• Well-organized and able to manage multiple priorities while maintaining quality and accuracy.

• Patient, resilient, and solution-oriented when managing complex return cases and operational challenges.

• Able to work independently and collaboratively within a fast-paced and highly regulated environment.

• Demonstrates ownership, accountability, and commitment to delivering accurate and timely outcomes.

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