O2C OM Analyst (Spanish)

At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We’re looking for people who are determined to make life better for people around the world.

  

*** Working hours are 2pm–10pm , with some flexibility available depending on business needs and individual circumstances ***

Eli Lilly Cork is made up of a talented diverse team of over 2000 employees across 60 nationalities who deliver innovative solutions that add value across a variety of Business Service functions including Finance, Information Technology, Medical, Clinical Trials and more. Eli Lilly Cork offers a premium workspace across our campus in Little Island, complete with flexible hybrid working options, healthcare, pension and life assurance benefits, subsidised canteen, onsite gym, travel subsidies and on-site parking. Inhouse People Development services, Educational Assistance, and our ‘Live Your BEST Life’

wellbeing initiatives are just some of the holistic benefits that enhance the career experience for our colleagues.

Eli Lilly Cork is committed to diversity, equity and inclusion (DEI). We cater for all dimensions ensuring inclusion of all ethnicities, nationalities, cultural backgrounds, generations, sexuality, visible and invisible disabilities and gender, with four pillars: EnAble, embRACE, LGBTQ+ & Ally and GIN-Gender Inclusion Network. EnAble, our pillar for people with disabilities and those that care for them, partners with the Access Lilly initiative to make our physical and digital environment accessible and inclusive for all. Together they are committed to promoting awareness to create a disability confident culture both at Eli Lilly Cork and beyond.

Come join our team - Be Creative, Be an Innovator, and most of all, Be Yourself!

Key responsibilities for O2C Order Management Analyst

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 Order Management Associate to ensure excellent order processing & positive customer experiences
• Review key metrics & communicate 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

Personal Attributes

• Ability to handle complexity and utilize analytical skills, with attention to detail
• Ability to proactively & effectively analyse & resolve problems
• Ability to effectively prioritize and complete key tasks and deliverables
• Able to respond flexibly and empathetically to customer needs, managing their expectations effectively
• Ability to work in global team environment and communicate effectively with both internal business partners of all levels & disciplines as well as external BPO team members

Systems

• Experience with SAP O2C Module Interaction Client Phone system
• Experience in Business Warehouse or Business Objects, MS Excel, Word and PowerPoint

Qualifications

• 2-3 years’ experience in O2C function with knowledge of order management processing and customer service experience
• Experience in identifying and delivering process change
• Degree in Business and/or Accounting (or equivalent work experience)
• Fluency in English & Spanish language required.

Compliance

• 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.

People

• Actively work with the core team members, internal customers/business partners, and LSP team members to build effective working relationships.
• Coaching/mentoring other team members where required
• Demonstrate excellence in all interactions with our GBS internal customers & business partners.
• Focus on measuring & improving our internal customer’s experience with the GBS.
• Build and maintain a strong knowledge of Lilly’s product lines within the market.

Innovation/Transformation

• Demonstrate a strong transformation/innovation oriented approach & support and contribute to a strong innovation culture.
• Actively work with the core team members & Global O2C team to drive improvements and automation for processes.

Additional Information
*Travel Percentage – Up to 10% international travel may be required

*** Working hours are 2pm–10pm , with some flexibility available depending on business needs and individual circumstances ***

Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form (https://careers.lilly.com/us/en/workplace-accommodation) for further assistance. Please note this is for individuals to request an accommodation as part of the application process and any other correspondence will not receive a response.

Lilly 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.

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