O2C SPECIALIST CUSTOMER SERVICE - EMEA

at  Elanco

REQUIREMENTS:

• Degree in Business and/or Accounting (or equivalent work experience)
• Minimum 1 year experience in O2C or Finance function, preferably with knowledge of credit management & customer service and experience in identifying and delivering process change
• Experience with SAP O2C Module
• Working knowledge of MS Excel, Word, Outlook and PowerPoint
• Fluency in English, additional foreign language will be a plus

KEY RESPONSIBILITIES & DELIVERABLES:

• Process Expertise & Business Partnership
• Effectively process all manual orders received through phone, fax & email, ensuring priority for urgent orders, ensuring a positive customer experience
• Effectively manage all customer disputes to resolve any issues with orders, including completing outbound calls to established customers, coordinating with O2C Accounts Receivable or Supply Chain teams and escalating Tier 2 disputes to the Manager where applicable.
• Analyse account discrepancies to ensure the customer account is enabled for payment
• Efficiently generate and distribute invoices to customers
• Effectively analyse 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 (outbound)
• Review key metrics & communicate to stakeholders to ensure KPIs are being met
• Support global/regional 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 of new team members
• Be seen as a “go-to” information resource for O2C Customer Service processing and related queries
• Skills & Capabilities
• Ability to handle complexity and utilize analytical skills, with attention to detail
• Ability to proactively & effectively analyse & resolve problems
• Ability to effectively prioritize and complete key tasks and deliverables
• Able to respond flexibly and empathetically to customer needs, managing their expectations effectively
• Ability to work in 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
• Familiarise 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 measuring & 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 approach & help to build a strong Continuous Improvement culture
• Actively work with the core team members & Global O2C team to drive improvements for processes