O2C Export Customer Service Specialist

at  Elanco

REQUIREMENTS:

• University degree (or equivalent work experience)
• Minimum 2-3 years experience in O2C or Finance function with knowledge of customer service and experience in identifying and delivering process change
• Experience with SAP O2C Module
• Working knowledge of MS Excel, Word, Outlook and PowerPoint
• Proficient in English is mandatory; other languages might be mandatory according to the region served
• Ability to work in shifted hours might be mandatory according to the region served
  Elanco is an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected statu

KEY RESPONSIBILITIES & DELIVERABLES:

• Process Expertise & Business Partnership
• Effectively process all manual orders received through phone, fax & email, ensuring priority for urgent orders within agreed KPI’s, ensuring a positive customer experience.
• Effectively process customer complaints, and collaborate with other company departments if applicable.
• Analyse account discrepancies to ensure the customer account is enabled for payment.
• Manage and support the billing process.
• Effectively analyze all outstanding customer aging to identify collection priorities. Engage with customers by phone or email to prompt collections using market best practices.
• Effectively track and resolve all customer disputes regarding billings, credits, or payments.
• Effectively monitor and resolve all sales orders & sales interface issues (IDOCs)
• Support local O2C projects with influence on accurate, efficient & compliant order processing
• Support the overall O2C Customer Service team by demonstrating flexibility in providing cover for team members and training new team members
• Be seen as a “go-to” information resource for O2C Customer Service processing and related queries
• Skills & Capabilities
• Ability to proactively analyze & resolve problems
• Ability to effectively prioritize and complete key tasks and deliverables
• Ability to respond flexibly and empathetically to customer needs, managing their expectations
• Ability to work in a global team environment and communicate effectively with both internal business partners of all levels & disciplines as well as external team members
• Demonstrate a strong compliance-oriented mindset & help to build a strong compliance culture
• Familiar with all applicable process documentation & training materials to ensure you operate in a fully compliant manner
• Operational awareness of all applicable Sox & Operational controls for your area
• Actively work with the core team members, internal customers/business partners, and LSP team members to build effective working relationships
• Demonstrate excellence in all interactions with our ESC internal customers & business partners
• Focus on improving our customer’s experience with the ESC
• Build and maintain a strong knowledge of Elanco’s product lines within the market
• Demonstrate a strong Continuous Improvement oriented mindset
• Actively work with the core team members & Global O2C team to drive process improvements