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O2C Analyst Cork Ireland,  

Posted on : 13 May 2017

Project Description

AutoReqId 33289 Title O2C Analyst- France City Cork State / Province Cork Country Ireland Company Overview The Global Business Solutions (GBS) Center at Cork was established in July 2010 to provide financial shared services such as Order to Cash, Purchase to Pay, and General Accounting and Global Travel and Meeting services. Since then, the scope of GBS Cork has expanded outside of Finance and into other Business Service functions, Customer Meeting Services, Global HR Data Management and Medical Information. The current headcount is circa 400 multi-lingual employees and the culture is vibrant and diverse. The GBS was awarded CIMA International Shared Service Centre of the Year in 2013 and 2014, with particular credit to Employee Engagement. The GBS Lilly Management Team is currently looking for a people-oriented, customer centric and forward-thinking Operations Manager, to join its growing team in Cork. This individual will be an exceptional professional, who consistently exceeds expectations, thrives in a challenging and dynamic work environment, and will be an active contributor to our team. The Finance Operations Manager, will work cross-functionally and have regular interaction with key business partners. Lilly enjoys a strong reputation for quality and focus on employee development. We make it our mission to attract the best and we always look at alternative ways to provide opportunities for our people to excel, grow and build a great career. Other than working with a great team, we also offer a very competitive benefits package, we provide an open and friendly work environment where we empower people and provide them with opportunities to develop their long term career. Responsibilities Key ResponsibilitiesMonitor and resolve order and sales interface issuesLiaise between customers and affiliate to resolve dispute cases.Processing OrdersManage Orders and PrioritizationManage, track and resolve Tier 1 Disputes and route to local affiliates when requiredLiaise with internal contacts including Supply Chain, Accounts Receivables and General Accounting.Act as a power user for O2C Customer Service and Order Management processesPropose and implement Standardization for Customer Service and Order Management processesDaily / Weekly / Monthly Order Management Reporting (Order Entry & Dispute Trends)Review of Daily / Weekly / Monthly Business & Sox (Sarbanes-Oxley)ControlsNew hire trainingCoaching of Associates (Call Quality, SAP Process Knowledge)Support Business Improvement Projects / initiativesEnsure Process Knowledge Documentation is relevant and up to dateMay lead small to medium ProjectsCreate, Promote and Maintain Operational ExcellenceProvide input and recommendations into current process and ways in which it can be improved in terms of efficiency and effectiveness.Continuously looks for ways to improve our service level for our customers /stakeholdersSupports organizational changes. Demonstrates flexibility in providing coverage and/or availability for scheduling adjustments for unexpected absences, events, or meeting volume variances.Drive for results and ensure best practices are in place to achieve highest standards within daily operations. Providing training to the business areas that support the processes. e.g. basic required training, or to improve efficiency of the processesParticipates in internal and external educational opportunities relevant to the Information or customer service environment. ComplianceUnderstand and follow all compliance policies, laws, regulations and The Red Book.Ensure adherence to all document retention requirements in line with Lilly Global Record Retention Schedule and any applicable local legal requirements, including filing, storing, archiving, and destroying documents at the end of the record retention periodEnsure adherence to Anti-Corruption requirementsEnsure all operational controls are completed to level required and within agreed timeframe.Integrate compliance into daily activities.Comply with any corrective actions.Cooperate with investigations, monitoring and audits. 33289BR Basic Requirements: Education and Experience University Degree in Business or equivalent.Min 2 years of Customer Service/Order Management experience.Experience with Reporting / AnalysisFluency in French is essential. Additional Skills/Preferences Able to respond flexibly and empathetically to customer needs, managing their expectations effectively.Demonstrate strong interpersonal skills, written and oral communication skillsAccuracy and attention to detailSAP ExperienceHigh learning agilityProactive, analytical and pragmatic approach to problem solving.Able to work under pressure, juggling short deadlines, multiple priorities and concern for maintaining standards.Good time management skills.Self-motivated professional with excellent customer service and strong working/team building relationship Effective prioritization showing ability to be flexible whilst meeting customer needs and managing their expectations.Proficient with Microsoft Office software (Excel, Word, etc &)Responds to and anticipates customer needs, and handle standard and non-standard requests within Guidelines and Policies Additional Information PurposeThe role of an Order Management Analyst analyst involves having responsibility for Market oversight & coordination of all aspects of the Order to Bill Process. The roles activity includes and is not limited to ensuring all orders follow the order to bill process without failure. This involves troubleshooting and resolution of any orders that fail through the process. Also to manage dispute cases with customers and process any follow up activity. In addition a key activity of the Analyst role is to be a knowledge expert in all the order to Bill processes, a driver of the very highest standard of customer service, a key contact for our local Affiliate (Lilly employees located within the market country) and finally a coaching support for all associates within the team.


Cork Ireland

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