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CUSTOMER SERVICE SENIOR ACCOUNTANT

52041
CUSTOMER SERVICE SENIOR ACCOUNTANT
Warsaw
Mazowieckie
Poland
Europe; Middle East; Africa
Elanco is a global animal health company that develops products and knowledge services to prevent and treat disease in food animals and pets in more than 90 countries. With a 64-year heritage, we rigorously innovate to improve the health of animals and benefit our customers, while fostering an inclusive, cause-driven culture for more than 5,800 employees. At Elanco, we’re driven by our vision of food and companionship enriching life – all to advance the health of animals, people and the planet. Learn more at www.elanco.com.Elanco is a global animal health company that develops products and knowledge services to prevent and treat disease in food animals and pets in more than 90 countries. With a 64-year heritage, we rigorously innovate to improve the health of animals and benefit our customers, while fostering an inclusive, cause-driven culture for more than 5,800 employees. At Elanco, we’re driven by our vision of food and companionship enriching life – all to advance the health of animals, people and the planet. Learn more at www.elanco.com.
  • 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.
  • 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
  • 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
52041BR
Minimum 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
  • 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 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