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Lilly O2C Customer Service Line Manager in Warszawa, Poland

Job Category:


Type of Employment:

Full-Time Employment - FTE


Company Overview

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


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:

• Leadership

  • 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

Basic Qualificiations:

• 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

Additional Skills/Preferences:

Additional Information:

Travel: Up to 20% for project work and client/customer interaction

Company Overview:

Posted Date:


Region: Europe; Middle East; Africa

City: Warszawa

State: Mazowieckie

Country: Poland

Location Details:

Req Id: 50746BR