Customer Service Specialist with German

Your responsibilities

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

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 ESC internal customers & business partners

• Focus on measuring & improving our customer’s experience with the ESC

• Build and maintain a strong knowledge of Elanco’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

Our requirements

What we offer