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Order Management Associate Cork Ireland,  

Lilly (company)


Posted on : 01 May 2017

Project Description

Company Overview  
  •  The Global Business Solutions (GBS) Center  was established in July 2010 to provide financial shared service such as Order to Cash, Purchase to Pay, and General AccCounting and Global Travel and Meeting services. 
  • Since then, the scope of GBS has expanded outside of Finance and into other Business Service functions (Customer Meeting Services, Global HR Data Management). 
  • The current headcount is circa 250 multi-lingual employees and was awarded CIMA International Shared Service Center of the Year in 2013 and 2014, with particular credit to Employee Engagement.  
  • GBS  is currently in the process of setting up a centralized, multi-lingual team to provide Medical Information support to our Affiliates in Europe.
  


Responsibilities 
  • Manage manual orders received through phone, fax & email.
  • Enter orders in SAP. Prioritize urgent orders.
  • Manage and resolve any issues with orders (Dispute Management)Complete outbound calls to established customers in order to resolve open queries.
  • Escalate Tier 2 disputes to Analyst / Local company  team where applicable.
  • Liaise with external contacts including local affiliate, distribution and Local Service Providers
  • Liaise with internal departments (Supply Chain, Accounts Receivable) to ensure timely processing of orders and dispute resolution.
  • Propose and implement standardization for customer service processes.
  • Support Business Improvement Projects / initiatives.
  • Adhere to SOX and Business control guidelines
  • Support SAP testing (New process and or SAP updates)  



Basic Requirements: 
Education and Experience 
  •  2 years relevant experience
  • Min 1 year of Customer Service/Order Management experience.
  • Fluency in German and English is essential.
  • 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
  • Responds to and anticipates customer needs, and handle standard and non-standard requests within Guidelines and Policies  



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
  • Able to work under pressure
  • Good time management skills.SAP Experience
  • Working Knowledge of Microsoft Office software (Excel, Word, etc &)
  • Responds to and anticipates customer needs

Locations

Cork Ireland

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