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!
Your Role: The incumbent in this position will be responsible for working directly with customers to place orders, issue invoices, perform collections if applicable & handle customer service queries
Your Responsibilities:
- Effectively process all manual orders received through phone, fax & email, ensuring priority for urgent orders within agreed KPI’s, ensuring a positive customer experience.
- Effectively process customer complaints, and collaborate with other company departments if applicable.
- Analyse account discrepancies to ensure the customer account is enabled for payment.
- Manage and support the billing process.
- Effectively analyze 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 (IDOCs)
- Support local 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 new team members
- Be seen as a “go-to” information resource for O2C Customer Service processing and related queries
What You Need to Succeed (minimum qualifications):
- University degree (or equivalent work experience)
- Minimum 2-3 years experience in O2C or Finance function with knowledge of customer service and experience in identifying and delivering process change
- Experience with SAP O2C Module
- Working knowledge of MS Excel, Word, Outlook and PowerPoint
- Proficient in English and Italian is mandatory, Spanish a plus
- Ability to work in shifted hours might be mandatory according to the region served
What will give you a competitive edge (preferred qualifications):
- Ability to proactively analyze & resolve problems
- Ability to effectively prioritize and complete key tasks and deliverables
- Ability to respond flexibly and empathetically to customer needs, managing their expectations
- Ability to work in a 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
- Familiar 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 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 mindset
- Actively work with the core team members & Global O2C team to drive process improvements
Additional Information:
- Location: Elanco Solution Center Sp.z o.o., rondo Ignacego Daszyńskiego 2b, Warszawa, Poland - Hybrid Work Environment
Don’t meet every single requirement? Studies have shown underrepresented groups are less likely to apply to jobs unless they meet every single qualification. At Elanco we are dedicated to building a diverse and inclusive work environment. If you think you might be a good fit for a role but don't necessarily meet every requirement, we encourage you to apply. You may be the right candidate for this role or other roles!
Elanco Benefits and Perks:
We offer a comprehensive benefits package focusing on financial, physical, and mental well-being while encouraging our employees to pursue our purpose! Some highlights include:
- Career at one of the leading global animal healthcare companies
- Office located in the center of Warsaw (Rondo Daszynskiego)
- Extra days off
- Flexible working hours
- Sports cards (Multisport), private medical care, life insurance
- Employee Referral Program
- Open and inclusive environment which is supportive and welcoming of all diversity strands
- Animal-Friendly office
- Theatre tickets discounts
- 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
