Informacje o stanowisku

O2C Specialist Customer Service (maternity cover)

At Elanco (NYSE: ELAN) – it all starts with animals!

As a global leader in animal health, we are dedicated to innovation and delivering products and services to prevent and treat disease in farm animals and pets. We’re driven by our vision of ‘Food and Companionship Enriching Life’ and our approach to sustainability – the Elanco Healthy Purpose – to advance the health of animals, people, the planet and our enterprise.

At Elanco, we pride ourselves on fostering a diverse and inclusive work environment. We believe that diversity is the driving force behind innovation, creativity, and overall business success. Here, you’ll be part of a company that values and champions new ways of thinking, work with dynamic individuals, and acquire new skills and experiences that will propel your career to new heights.

Making animals’ lives better makes life better – join our team today!

Purpose: The incumbent in this position will be responsible for working directly with customers to place orders, issue invoices, perform collections & handle customer service.

Location: Warsaw, Poland

Key Responsibilities & Deliverables:

1. Process Expertise & Business Partnership
2. Effectively process all manual orders received through phone, fax & email, ensuring priority for urgent orders, ensuring a positive customer experience.
3. 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.
4. Analyse account discrepancies to ensure the customer account is enabled for payment.
5. Efficiently generate and distribute invoices to customers.
6. Effectively analyse all outstanding customer aging to identify collection priorities. Engage with customers by phone or email to prompt collections using market best practices.
7. Effectively track and resolve all customer disputes regarding billings, credits or payments.
8. Effectively monitor and resolve all sales orders & sales interface issues (outbound).
9. Review key metrics & communicate to stakeholders to ensure KPIs are being met.
10. Support global/regional O2C projects with influence on accurate, efficient & compliant order processing.
11. Support the overall O2C Customer Service team by demonstrating flexibility in providing cover for team members and training of new team members.
12. Be seen as a “go-to” information resource for O2C Customer Service processing and related queries.

Skills & Capabilities:

1. Ability to handle complexity and utilize analytical skills, with attention to detail.
2. Ability to proactively & effectively analyse & resolve problems.
3. Ability to effectively prioritize and complete key tasks and deliverables.
4. Able to respond flexibly and empathetically to customer needs, managing their expectations effectively.
5. 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.
6. Demonstrate a strong compliance oriented mindset & help to build a strong compliance culture.
7. Familiarise with all applicable process documentation & training materials to ensure you operate in a fully compliant manner.
8. Operational awareness of all applicable Sox & Operational controls for your area.
9. Actively work with the core team members, internal customers/business partners, and LSP team members to build effective working relationships.
10. Demonstrate excellence in all interactions with our ESC internal customers & business partners.
11. Focus on measuring & improving our customer’s experience with the ESC.
12. Build and maintain a strong knowledge of Elanco’s product lines within the market.
13. Demonstrate a strong Continuous Improvement oriented approach & help to build a strong Continuous Improvement culture.
14. Actively work with the core team members & Global O2C team to drive improvements for processes.

Requirements:

1. Degree in Business and/or Accounting (or equivalent work experience).
2. 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.
3. Experience with SAP O2C Module.
4. Working knowledge of MS Excel, Word, Outlook and PowerPoint.
5. Fluency in English, additional foreign language will be a plus.

We offer:

1. Career at one of the leading global animal healthcare companies.
2. Hybrid work type.
3. Fixed Term contract for maternity cover.
4. Office located in the center of Warsaw (Rondo Daszynskiego).
5. Extra days off.
6. Flexible working hours.
7. Sports cards (Multisport), private medical care, life insurance.
8. Employee Referral Program.
9. Open and inclusive environment which is supportive and welcoming of all diversity strands.
10. Animal-Friendly office.
11. Theatre tickets discounts.
12. Recognition and reward platform.
13. Language learning platform.

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 status.

Warszawa - Oferty pracy w okolicznych lokalizacjach