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O2C OM Analyst (German) - Ireland  

Lilly (company)


Posted on : 10 February 2017

Project Description

Company Overview  
  • Our company provides financial shared service such as Order to Cash, Purchase to Pay, and General Accounting and Global Travel and Meeting services. 
  • The scope of our company has expanded outside of Finance and into other Business Service functions (Customer Meeting Services, Global HR Data Management).
  • Our company is currently in the process of setting up a centralized, multi-lingual team to provide Medical Information support to our Affiliates in Europe.

  • The role of an Order Management 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. 
  • 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 (company employees located within the market country) and finally a coaching support for all associates within the team.
  • Manage Orders and Prioritization
  • Root Cause Analysis and resolution of Tier 2 Disputes
  • Liaise and build relationships with internal contacts including Supply Chain, Accounts Receivables and General Accounting.
  • Act as a SME for O2C Customer Service and Order Management processes
  • Propose and implement Standardization for Customer Service and Order Management processes Daily / Weekly / Monthly 
  • Order Management Reporting (Order Entry & Dispute Trends)
  • Review of Daily / Weekly / Monthly Business & Sox (Sarbanes-Oxley) 
  • Controls New hire trainingCoaching of Associates (Call Quality, SAP Process Knowledge) 
  • Support Business Improvement Projects / initiatives
  • Ensure Process Knowledge Documentation is relevant and up to dateMay lead small to medium Projects

Basic Requirements: 
Education and Experience 
  • Third Level Degree Strong interpersonal skills with ability to influence and negotiate
  • Min 2 years of Customer Service/Order Management experience.
  • Experience with Reporting / AnalysisNative level in German and fluency in English 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 skills
  • Accuracy and attention to detail
  • High learning agility
  • Proactive, 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.
  • 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