About this role
Associate I, Customer Service - Return Order Traceability Specialist (Mandarin speaker)
Applyremote typeNot applicablelocationsSelangor, Malaysiatime typeFull timeposted onPosted Todaytime left to applyEnd Date: September 30, 2026 (30+ days left to apply)job requisition idR-2026-48532
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 proc