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Lilly O2C Analyst - Order Management (Spanish) in Cork, Ireland

At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our 35,000 employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We’re looking for people who are determined to make life better for people around the world.

This is a Maternity Cover role

About us

At Lilly, we make a difference for people the world over by discovering, developing, and delivering medicines that help people live longer, healthier, and more active lives. Central to all that we do are our talented and motivated professionals, circa 500 of whom are based at our Global Business Solutions centre in Little Island, Cork. There we boast a vibrant workforce made up of over 35 nationalities, speaking over 27 languages.

Established in 2010 to gain efficiencies in areas such as General Accounting, Purchase to Pay, and Order to Cash, the GBS Cork quickly excelled in its financial mandate, allowing the Cork leadership to ask, how can we apply these processes to other areas of the business? And so the GBS we have today was born, still leading in finance, but also evolving and expanding into diverse Business Service functions including Customer Meeting Services, Global HR Data Management, Medical Information and more to come on stream across 2018 and 2019.

This, along with the current physical expansion of the Little Island campus, means there has never been a more exciting time to be part of the GBS story! Mirroring the existing Island House building, the new Island Hall facility will extend our overall capacity to in excess of 1000 employees where Lilly will continue to offer a premium workspace across both buildings, complete with healthcare, pension, and life assurance benefits, subsidised canteen, wellbeing facilities, travel subsidies, car-pooling incentives, bike to work scheme, on-site parking and much more.

At the GBS, it’s not just about what we do today, but how we can continuously improve and innovate for present and future operations. We view the development of our highly skilled workforce in much the same way and want to grow your role into an empowering and fulfilling career here at Lilly. Therefore, with the sole purpose of employee progression, weekly Manager 1:1s, a dedicated Learning & Development service, and Educational Assistance schemes all await you.

Above all, it’s about being part of an open, welcoming, and inclusive culture, one that is further enhanced by the dedication of our committees - Culture Club, Diversity & Inclusion, Sports & Social, Corporate Social Responsibility, Health Safety & Environment, and Food.

Key responsibilities for O2C Order Management Analyst

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

  • Effectively monitor and resolve all sales orders & sales interface issues

  • Effectively manage, track and resolve all Tier 2 customer disputes, close any issues with orders, in co-operation with established customers and Local Lilly team.

  • Work in partnership with the O2C Order Management Associate to ensure excellent order processing & positive customer experiences

  • 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

Personal Attributes

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

  • Ability to proactively & effectively analyze & 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 a global team environment and communicate effectively with both internal business partners of all levels & disciplines as well as external BPO team members

Systems

  • Experience with SAP O2C Module

  • Interaction Client Phone system

  • Experience in Business Warehouse or Business Objects, MS Excel, Word, and PowerPoint

Qualifications

  • 2-3 years’ experience in O2C function with knowledge of order management processing and customer service experience and experience in identifying and delivering process change

  • Bachelors Degree (or equivalent work experience)

  • Fluency in English & Spanish language

The GBS focuses on the following foundational pillars across the full organisation to ensure a solid and consistent approach to running our business (Additional Information section in 2XB):

Compliance

  • 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

  • Ensure ownership for all applicable Sox & Operational controls for your area

People

  • Actively work with the core team members, internal customers/business partners, and LSP team members to build effective working relationships

  • Coaching and mentoring the O2C Order Management Associates

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 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

Additional Information

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

This is a Maternity Cover role

Eli Lilly and Company, Lilly USA, LLC and our wholly owned subsidiaries (collectively “Lilly”) are committed to help individuals with disabilities to participate in the workforce and ensure equal opportunity to compete for jobs. If you require an accommodation to submit a resume for positions at Lilly, please email Lilly Human Resources ( LillyRecruitingCompliance@lists.lilly.com ) for further assistance. Please note This email address is intended for use only to request an accommodation as part of the application process. Any other correspondence will not receive a response.

Lilly does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.

At Lilly we strive to ensure our employees are part of a team that cares about them and our shared purpose of making life better for those around the world. How do we do this? We continue to look for ways to include, innovate, accelerate and deliver while maintaining integrity, excellence and respect for people.​ We hope that you seek to join us on our journey as we create medicine and deliver improved outcomes for patients across the globe!

#WeAreLilly

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