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Lilly Leader-Customer Service in Plainfield, Indiana

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.

SAP Position Title NASSC Customer Service Supervisor


1. Manage day-to-day operations of North American Shared Service Center (NASSC) North American Logistics Operation (NALO) Customer Service Team

a) Manage staff of 5-10 employees – assign tasks, ensure proper resource allocation, promote safety, Individual Training Plan (ITP) compliance, etc.

b) Participate in any HR related decisions for team (hiring decisions, discipline actions, reviews, etc)

c) Provide coaching/mentoring to Customer Service representatives for

performance management process – develop individuals to maximum potential.

d) Operate department with a sense of urgency and intensity needed to meet

company goals while maintaining a positive attitude and open work environment.

e) Set departmental goals, hold team and individuals accountable for results and reward employees for positive contributions.

f) Develop/make use of tools/metrics to track and improve performance.

g) Meet departmental budget and help establish future budgets

h) Solicit ideas from team to solve departmental problem.

i) Communicate current state of NALO operations to team to ensure that all call center agents are aligned on key topics.

j) Address Corrective Action, Preventative Actions (CAPA) issues as they arise in an effort to avoid future issues.

k) Be available for emergencies as defined by site supervision.

2. Provide Technical Leadership for NASSC Customer Service Team

a) Provide leadership for compliance to all applicable regulations including Pharmaceutical Drug Marketing Act (PDMA) & cGMPs (Good Manufacturing Practices) and to all procedures.

b) Lead the NASSC Customer Service Team to constantly look for and implement improvements in productivity, compliance, data accuracy, and safety. This may or may not involve new technology.

c) Perform call center administration – manage queues, metrics, etc.

d) Figure out how to utilize existing tools to allow customer service area to become more efficient and effective; makes requests and drives conclusion to system related problems in the area.

3. Backup Customer Service Team Member

a) Develop into the expert on all key functions in the department

b) Work as a member of the team throughout the day as needed for backup purposes.

c) Serve as backup call center agent if needed.

d) Responsible for ensuring data integrity and good documentation practices while performing job tasks.

4. SAP Power User and Inventory Controller

a) Provide day to day guidance and helpful hints to Customer Service area on SAP related topics

b) Perform Inventory Management tasks that involve claims processing, monitoring UPS Refrigerated Shipments Returns (TC report), Reporting weekly and Monthly Damaged inventory, etc.

c) Assist with SAP release testing as needed

Basic Qualifications:

•Minimum 3 years of experience in NALO Operations and/or Customer Service

•High School diploma

Additional Skills/Preferences:

•Experience working in an environment governed by GMPs (Good Manufacturing Practices) and other regulations

• Power user with SAP/WM/O2C systems

• Working Knowledge of O2C/financial principles

• Prior supervisory experience inside or outside Lilly

• Strong/interpersonal and communication skills (oral and written)

• Ability to effectively manage multiple tasks at once

•Demonstrated attention to details & high degree of accuracy in work

• Proficient use of MS Office and emailing systems

• Demonstrated problem-solving/analytical/decision making ability

• Pro-actively identifies and works with others to resolve issues

• Demonstrated ability to work with a wide variety of people and has successfully worked in a team environment

• Ability to work independently

• Strong organizational/planning skills

• Ability to maintain a positive and calm attitude when dealing with stressful


• Has a can-do attitude

• Experienced user of Remedy, Exacta, ScanCode, Worldlink, MSP, CDM and UPS & Fed-Ex Tracking systems

• Experience with working with wholesalers and sales representatives

• Familiarity with the Prescription Drug Marketing Act (PDMA)

Additional Info:

• Monday – Friday, 7:30am – 4:15pm

• Overtime may be needed

• Onsite work required with minimal flexibility

Lilly is an EEO/Affirmative Action Employer and 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.

As a condition of employment with Eli Lilly and Company and its subsidiaries in the United States and Puerto Rico, you must be fully COVID-19 vaccinated and provide proof of vaccination satisfactory to the company. If you would like to request an accommodation for medical or religious reasons, you may do so at

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!