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Senior Customer Service Analyst

hace 3 meses

Guadalajara, Jalisco, México Elanco A tiempo completo

At Elanco (NYSE: ELAN) – it all starts with animals

As a global leader in animal health, we are dedicated to innovation and delivering products and services to prevent and treat disease in farm animals and pets. We're driven by our vision of 'Food and Companionship Enriching Life' and our approach to sustainability – the Elanco Healthy Purpose – to advance the health of animals, people, the planet and our enterprise.

At Elanco, we pride ourselves on fostering a diverse and inclusive work environment. We believe that diversity is the driving force behind innovation, creativity, and overall business success. Here, you'll be part of a company that values and champions new ways of thinking, work with dynamic individuals, and acquire new skills and experiences that will propel your career to new heights.

Making animals' lives better makes life better – join our team today

Key Responsibilities & Deliverables:

Process Expertise & Business Partnership

  • Effectively process all manual orders received by phone, fax & email, ensuring priority for urgent orders within agreed KPIs, ensuring a positive customer experience.
  • Effectively process customer complaints and collaborate with other company departments if applicable.
  • Analyze account discrepancies to ensure the customer account is enabled for payment.
  • Manage and support the billing process.
  • Effectively analyze all outstanding customer aging to identify collection priorities. Engage with customers by phone or email to prompt collections using market best practices.
  • Effectively track and resolve all customer disputes regarding billings, credits, or payments.
  • Effectively monitor and resolve all sales orders & sales interface issues (outbound)
  • Review key metrics & communicate with stakeholders to ensure KPIs are being met.
  • Support global/regional O2C projects with influence on accurate, efficient & compliant order processing.
  • Support the overall O2C Customer Service team by demonstrating flexibility in providing cover for team members and training new team members.
  • Recognizes and solves non-standard problems. Assist in solving the issues and provide key improvements to existing processes and improvements.
  • Be seen as a "go-to" information resource for O2C Customer Service processing and related queries.

Skills & Capabilities

  • Ability to proactively & effectively analyze & resolve problems.
  • Ability to effectively prioritize and complete key tasks and deliverables.
  • Ability to respond clearly and empathetically to customer needs, managing their expectations effectively.
  • Ability to work in a global team environment and communicate effectively with both internal business partners of all levels & disciplines as well as external team members.
  • Demonstrate a strong compliance-oriented mindset & help to build a strong compliance culture.
  • Being familiar with all applicable process documentation & training materials to ensure you operate in a fully compliant manner.
  • Operational awareness of 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.
  • Demonstrate excellence in all interactions with our ESC internal customers & business partners.
  • Focus on improving our customer's experience with the ESC.
  • Build and maintain a strong knowledge of Elanco's product lines within the market.
  • Demonstrate a strong Continuous Improvement oriented mindset.
  • Actively work with the core team members & Global O2C team to drive improvements for processes.

Requirements:

  • University degree
  • Minimum 3/4 years' experience in O2C or Finance function, preferably with knowledge of credit management & customer service and experience in identifying and delivering process change
  • Experience with SAP O2C Module as an advantage
  • Proficient in English is mandatory; other languages might be mandatory according to the region served
  • Ability to work in shifted hours might be mandatory according to the region served

Elanco is an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status