Devire to międzynarodowa firma specjalizująca się w usługach rekrutacji, outsourcingu i employer brandingu.
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.

Senior O2C Analyst Customer Service with German

Lokalizacja: Warsaw

Interested in joining a cause-driven, customer focused company dedicated to positively impacting the health of animals, people and the planet? 

For new SSC we are looking for SENIOR O2C Analyst Customer Service 

 

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

 

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. 
• Analyseaccount discrepancies to ensure the customer account is enabled for payment 
• Efficiently generate and distribute invoices to customers
• Effectively analyseall 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 effectivelyin view of business legitimacy
• 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 orientedmindset & help to build a strong compliance culture 
• Familiarizewith 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

 

Requirements:   

• Degree in Business and/or Accounting (or equivalent work experience)
• 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 & German
• Experience in business transition and understanding of it`s complexity
• Experience/interests in planning and implementing projects