Od ponad 30 lat reprezentujemy wiodących pracodawców na rynku europejskim, prowadząc kompleksowe projekty poszukiwań menedżerów i wyspecjalizowanej kadry, wdrażając najnowsze rozwiązania z obszaru usług IT oraz wspierając w budowaniu wizerunku pracodawcy z wyboru.
Nasze biura zlokalizowane są w Warszawie, Wrocławiu, Poznaniu, Katowicach oraz Monachium, Frankfurcie, Pradze i Hradec Kralove.
OTC EXPERT - CUSTOMER SERVICE AREA
Lokalizacja: All PolandFor new SSC (pharmaceutical company) close to Rondo Daszyńskiego in Warsaw we are looking for:
Key Responsibilities & Deliverables:
- SAP implementation project includes working with SAP IT Consultants
- Working on transition Order to Cash process with the team
- 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
- 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
- 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 GBS internal customers & business partners
- Focus on measuring & improving our customer’s experience with the GBS - Build and maintain a strong knowledge of Lilly’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
Requirements:
- Degree in Business and/or Accounting (or equivalent work experience)
- 3-5 years’ experience in O2C or Finance function in SSC/BPO environment, preferably with knowledge of credit management & customer service and experience in identifying and delivering process change
- Experience with SAP O2C Module
- Experience in Business Warehouse or Business Objects,
- MS Excel, Word and PowerPoint
- Fluency in English & additional foreign language will be the plus
