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O2C Order Management Associate (German)

Cork, Munster

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Req ID 55869 Title O2C Order Management Associate (German) City Cork State / Province Cork Country Ireland Region Europe; Middle East; Africa

Responsibilities

  • The primary role of the O2C Order Management Associate is to support the accurate, efficient and compliant customer order processing for customers across the Lilly business
  • 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 Analyst / Local Lilly team where applicable.
  • 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
55869BR

Basic Qualifications

  • 2-3 years experience in O2C function with knowledge of order processing and customer service
  • Fluency in English & German language
  • The GBS focuses on the following foundational pillars across the full organisation to ensure a solid and consistent approach to running our business

    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
    • Operational awareness of 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

Customer

  • 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

Continuous Improvement

  • Demonstrate a strong 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

Additional Skills/Preferences

  • 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
Experience with SAP O2C Module
  • Interaction Client Phone system
Experience MS Excel, Word and PowerPoint

To submit resume, visit https://www.lilly.com/careers and apply to Req ID 55869.

Lilly 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.

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