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Customer Service Analyst (with European languages)

Elanco Solution Center

  • offer expired 20 days ago
  • contract of employment
  • full-time
  • specialist (Mid / Regular)
  • hybrid work
  • More than one vacancy
  • remote recruitment
  • запрошуємо працівників з України
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Запрошуємо працівників з України
Роботодавець відкритий для працевлаштування громадян України

Elanco Solution Center

rondo Daszyńskiego 2B

Wola

Warszawa

Your responsibilities

  • 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

Our requirements

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)

What we offer

  • Career at one of the leading global animal healthcare companies

  • Hybrid work type

  • Office located in the center of Warsaw

  • Extra days off

  • Open and inclusive environment which is supportive and welcoming of all diversity strands

  • Sports cards (Multisport), private medical care, life insurance, Employee Referral Program