At Alcon, we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly, champion progress, and act with speed as the global leader in eye care. Here, you’ll be recognized for your commitment and contributions and see your career like never before. Together, we go above and beyond to make an impact in the lives of our patients and customers. We foster an inclusive culture and are looking for diverse, talented people to join Alcon.

Customer Operation Disputes Specialist with Italian

In this role, a typical day will include:

• Enter customer orders into the system, verifying product availability, pricing, and terms.
• Update order status in the system and track shipment progress.
• Provide order confirmation, shipping updates, and delivery notifications to customers.
• Address customer inquiries and concerns promptly, managing order modifications, cancellations, and special requests.
• Maintain a high level of customer satisfaction through proactive communication and problem-solving.
• Review and evaluate return requests to ensure they meet company policy criteria.
• Authorize or reject return requests and communicate decisions to customers.
• Issue Returns Material Authorizations   for approved return requests and provide customers with return instructions.
• Track return shipments to ensure timely receipt and update the system accordingly.
• Process credits, refunds, or replacements for returned items.
• Track the efficiency of the RMA process and identify improvement opportunities.
• Handle electronic data interchange (EDI) documents related to orders, ensuring accurate processing.
• Contact with the stakeholders across EMEA region
• Taking action for the dispute fixing using the IT tool as IRIS (SAP), Aliquid (e-invoice), carriers web sites (POD), order archive (if pdf available) or liaise with local CS or CDA or TS to complete the task.
• Support I2C team to manages customer disputes with recurrent examples of possible request related to invoice/goods not received, wrong price, credit note not managed.
• Cooperate with the external customers, working on required solutions
• Keep monitored trends, root cause, CO impact for all customer disputes requests.
• Cooperation and coordination of activities with correct Function/Team for customer related activities or other topics as agreed.
• Supporting required controls for their effectiveness.
• Timely issue identification, resolution, and appropriate escalation with the key business stakeholders.
• Within above scope of responsibility operate according to internal standards, external audit standards, regulatory standards, and legal requirements.
• Any other duties or projects as requested by the Line Manager commensurate with the grade and level of responsibility for this role, for which associate has the necessary experience and/or training.

WHAT YOU’LL BRING TO ALCON:

• Education: Bachelor or Master Degree
• Professional experience in order management and order to cash area, min. 3 years
• Languages: English fluent; Italian fluent - required; Polish fluent - required
• Experience in corporate environment, preferably in Shared Service or GBS
• Experience in phone customer service
• Knowledge of SAP is a must have
• MS Excel advanced level must have 
• SFDC, welcome JDE, Easy Archive as preferrable
• Solid understandings of business processes (OTI and I2C related)

What we can offer you:

• Very best working environment for our employees – Alcon Polska has been recognized as a Top Employer for the two years in a row
• Collaboration and frequent direct interactions with business stakeholders
• Truly international environment and daily interactions with colleagues from all over the world
• Attractive benefits package (private medical care, group insurance, lunch card, transportation allowance, pension plan, Multisport/cultural card, Alcon products for you and your significant other)
• Attractive compensation package (including bonus scheme)
• Flexible hours and hybrid work possibilities
• Brand new office with many facilities inside located at NewCity building, 15 Marynarska Street, Warsaw 

Alcon Careers
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