Customer Service Analyst (with European languages)

Process Expertise & Business Partnership

• Effectively process all manual orders received through phone & 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 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 the overall O2C Customer Service team by demonstrating flexibility in providing cover for team members and training of new team members

Skills & Capabilities

• Ability to handle complexity and utilize analytical skills, with attention to detail

• Ability to proactively & effectively analyse & resolve problems

• 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

• 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

• Build and maintain a strong knowledge of Elanco’s product lines within the market

Requirements:

• Eligibility to work in Poland

• Minimum 2 years of experience in O2C or Finance function

• Experience with SAP O2C Module

• Working knowledge of MS Excel, Word and Outlook

• Fluency in English (French/Dutch/German or Spanish would be a plus)