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Über
Make your application after reading the following skill and qualification requirements for this position.
*** Working hours are 2pm–10pm , with some flexibility available depending on business needs and individual circumstances ***
Key Responsibilities for O2C Order Management Analyst
Effectively monitor and resolve all sales orders & sales interface issues
Effectively manage, track and resolve all Tier 2 customer disputes, close any issues with orders, in co-operation with established customers and Local Lilly team.
Work in partnership with the O2C Order Management Associate to ensure excellent order processing & positive customer experiences
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 Order Management 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 Order Management processing and related queries
Personal Attributes
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 BPO team members
Systems
Experience with SAP O2C Module Interaction Client Phone system
Experience in Business Warehouse or Business Objects, MS Excel, Word and PowerPoint
Qualifications
2-3 years’ experience in O2C function with knowledge of order management processing and customer service experience
Experience in identifying and delivering process change
Degree in Business and/or Accounting (or equivalent work experience)
Fluency in English & Spanish language required.
Compliance
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.
Ensure ownership for all applicable Sox & Operational controls for your area.
People
Actively work with the core team members, internal customers/business partners, and LSP team members to build effective working relationships.
Coaching/mentoring other team members where required
Demonstrate excellence in all interactions with our GBS internal customers & business partners.
Focus on measuring & improving our internal customer’s experience with the GBS.
Build and maintain a strong knowledge of Lilly’s product lines within the market.
Demonstrate a strong transformation/innovation oriented approach & support and contribute to a strong innovation culture.
Actively work with the core team members & Global O2C team to drive improvements and automation for processes. xcfaprz
Additional Information
Travel Percentage – Up to 10% international travel may be required
Lillydoes 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.
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Sprachkenntnisse
- English
Hinweis für Nutzer
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