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 Supply Chain & Accounts Receivable teams to ensure excellent order processing & positive customer experiences.
Review key metrics & maintain strong communication 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
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 vibrant workforce made up of over 35 nationalities, speaking over 27 languages.
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 with Russian/Polish an advantage
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
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
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 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