O2C Associate

The primary role of the O2C Order Management Associate is to support the accurate, efficient and compliant customer order processing for customers across the 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 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

Basic Qualifications:      

• Experience in O2C function with knowledge of order management processing and customer service experience
• Bachelor’s degree (or equivalent work experience)
• Fluency in Dutch language and English language
• Experience with SAP O2C Module
• Interaction Client Phone system
• Experience in Business Warehouse or Business Objects, MS Excel, Word and PowerPoint

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
• Travel Percentage – Up to 10% international travel may be required