Lilly O2C Customer Service Line Manager in Warszawa, Poland
Type of Employment:
Full-Time Employment - FTE
Elanco is a global animal health company that develops products and knowledge services to prevent and treat disease in food animals and pets in more than 90 countries. With a 64-year heritage, we rigorously innovate to improve the health of animals and benefit our customers, while fostering an inclusive, cause-driven culture for more than 5,800 employees. At Elanco, we’re driven by our vision of food and companionship enriching life – all to advance the health of animals, people and the planet. Learn more at www.elanco.com.
The Customer Service Line Manager will own service delivery for the order management, collections & customer service function as a part of O2C in the Elanco Solutions Center (ESC). The Line Manager will manage an internal team; partner with business counterparts and external customers; drive process governance; and ensure compliance with applicable regulation and controls for the customer service.
Key Responsibilities & Deliverables:
Be able to take charge of, inspire and influence a team of 10-12 employees
Actively connect with your people and champion employee engagement
Develop top talent by participating in regular the succession planning process, having robust performance /coaching conversations, and facilitating development interventions
Work as part of the ESC management team to make the ESC a great place to work for all employees.
• Process Expertise & Business Partnership
Manage Customer Service team in an efficient manner to ensure compliance with relevant policies, procedures, systems, and financial controls
Responsible for Customer Service strategy: order taking, validation, and entry, check credit availability, coordinate order fulfilment, perform billing, manage customer enquiries, manage returns, manage collections, process charge backs
Ensure process governance including regular reporting and analysis to key stakeholders – communicates with stakeholders on a regular basis to discuss operational issues, key metrics
Act as the point of escalation to resolve Customer Service issues in a timely manner and ensures all queries are dealt with correctly and efficiently
Support General Accounting’s month end/year end closing procedures including general ledger reconciliations and accruals, Sarbanes Oxley (SOX) compliance and financial audits
Oversee the creation of management reports and reconciliation tasks associated with O2C processes
Establish strong collaboration and relationships with business counterparts, customers, Global Process Owners (GPO), and other partners of the ESC organization
Identify and implement process change improvements (in coordination with the O2C GPO)
Ensures processes and policies are being followed by performing routine reviews and audits of the teams as they provide services to customers
Executes the governance process to evaluate and implement localization / customization
Monitors and reports relevant Service Level Agreements (SLA) and process Key Performance Indicators (KPI) to ensure the health of the service delivery operations
Supports internal and external auditors during audits and other data inquiries
Understands system architecture, including ERP, add-ons, enablers, and interfaces
Coordinates and support system implementations and testing with transactional resources
• Skills & Capabilities
Knowledge and understanding of Order to Cash functions with a minimum of three years experience in a similar role in a shared service organization
Operational awareness of all applicable US SoX & operational controls for the area and abiity to deomonstrate a strong compliance oriented mindset
Excellent understanding of the critical success factors for ESC as reliable, effective and efficient business service provider
Demonstrate excellence in all interactions with our ESC internal customers & business partners
Actively work with core team members, internal customers/business partners, and distribution team members to build effective working relationships
Build and maintain a strong knowledge of Elanco’s product lines within the market
Demonstrate a strong Continuous Improvement oriented approach
University degree (Bachelors or equivalent)
Lean/Six Sigma exposure or equivalent desired
At least 5 years of experience in a shared services / GBS environment
Minimum 3 years of management and people development experience held in O2C department
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
Strong leadership and collaboration skills with ability to build effective relationships and influence peers and key stakeholders.
Ability to proactively & effectively resolve people, process and technology problems
Ability to effectively prioritize and complete key tasks and deliverables
Able to respond flexibly to customer needs, effectively managing expectations
Attentive to details to ensure compliance and accurate reporting.
Experience of working to tight deadlines and analysing multiple entities.
Flexibility in adapting to a non-routine and fast paced environment.
Strong SAP knowledge
SAP implementation experience is a plus
Proficient in MS Office tools, ServiceNow, and Concur
Proficient in English is mandatory; multi-lingual is a plus, but not required
Travel: Up to 20% for project work and client/customer interaction
Region: Europe; Middle East; Africa
Req Id: 50746BR