Lilly O2C Order Management Associate (Czech, Hungarian, Slovakian, German) 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.
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 850 of whom are based at our Global Business Solutions Centre in Little Island, Cork. There we boast a vibrant workforce made up of over 38 nationalities, speaking over 27 languages.
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, regular 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 – Team Lilly Culture, Diversity & Inclusion, Corporate Social Responsibility and Health Safety & Environment.
“We see Cork as an integral part of our productivity agenda. If you are excited by new opportunity and new scope, you are working at the right place.” – Dave Ricks, CEO Lilly.
The primary role of the O2C Order Management Associate is to support the accurate, efficient and compliant customer order processing for customers across the Lilly 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 Lilly team where applicable.
Review key metrics & communicate to stakeholders to ensure KPI's 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
2-3 years experience in O2C function with knowledge of order processing and customer service
Fluency in English & one of the following European languages: Czech, Slovakian, Hungarian or German
The GBS focuses on the following foundational pillars across the full organization to ensure a solid and consistent approach to running our business
Demonstrate a strong compliance-oriented mindset & help to build a strong compliance culture
Familiarize 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 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
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
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
Experience with SAP O2C Module
Interaction Client Phone system
Experience MS Excel, Word and PowerPoint
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.