20 days old

O2C Customer Service Line Manager

Warszawa, Woj. Mazowieckie 00-001
O2C Customer Service Line Manager
Europe; Middle East; Africa
Company Overview
Elanco is a global animal health company that develops products and knowledge services to prevent and treat disease in food animals and pets in more than 90 countries. With a 64-year heritage, we rigorously innovate to improve the health of animals and benefit our customers, while fostering an inclusive, cause-driven culture for more than 5,800 employees. At Elanco, were driven by our vision of food and companionship enriching life all to advance the health of animals, people and the planet. Learn more at www.elanco.com.
The Customer Service Line Manager will own service delivery for the order management, collections & customer service function as a part of O2C in the Elanco Solutions Center (ESC). The Line Manager will manage an internal team; partner with business counterparts and external customers; drive process governance; and ensure compliance with applicable regulation and controls for the customer service.
Key Responsibilities & Deliverables:
-Be able to take charge of, inspire and influence a team of 10-12 employees
-Actively connect with your people and champion employee engagement
-Develop top talent by participating in regular the succession planning process, having robust performance /coaching conversations, and facilitating development interventions
-Work as part of the ESC management team to make the ESC a great place to work for all employees.
Process Expertise & Business Partnership
-Manage Customer Service team in an efficient manner to ensure compliance with relevant policies, procedures, systems, and financial controls
-Responsible for Customer Service strategy: order taking, validation, and entry, check credit availability, coordinate order fulfilment, perform billing, manage customer enquiries, manage returns, manage collections, process charge backs
-Ensure process governance including regular reporting and analysis to key stakeholders communicates with stakeholders on a regular basis to discuss operational issues, key metrics
-Act as the point of escalation to resolve Customer Service issues in a timely manner and ensures all queries are dealt with correctly and efficiently
-Support General Accountings month end/year end closing procedures including general ledger reconciliations and accruals, Sarbanes Oxley (SOX) compliance and financial audits
-Oversee the creation of management reports and reconciliation tasks associated with O2C processes
-Establish strong collaboration and relationships with business counterparts, customers, Global Process Owners (GPO), and other partners of the ESC organization
-Identify and implement process change improvements (in coordination with the O2C GPO)
-Ensures processes and policies are being followed by performing routine reviews and audits of the teams as they provide services to customers
-Executes the governance process to evaluate and implement localization / customization
-Monitors and reports relevant Service Level Agreements (SLA) and process Key Performance Indicators (KPI) to ensure the health of the service delivery operations
-Supports internal and external auditors during audits and other data inquiries
-Understands system architecture, including ERP, add-ons, enablers, and interfaces
-Coordinates and support system implementations and testing with transactional resources
Skills & Capabilities
- Knowledge and understanding of Order to Cash functions with a minimum of three years experience in a similar role in a shared service organization
- Operational awareness of all applicable US SoX & operational controls for the area and abiity to deomonstrate a strong compliance oriented mindset
- Excellent understanding of the critical success factors for ESC as reliable, effective and efficient business service provider
- Demonstrate excellence in all interactions with our ESC internal customers & business partners
- Actively work with core team members, internal customers/business partners, and distribution team members to build effective working relationships
- Build and maintain a strong knowledge of Elancos product lines within the market
- Demonstrate a strong Continuous Improvement oriented approach
- University degree (Bachelors or equivalent)
- Lean/Six Sigma exposure or equivalent desired
- At least 5 years of experience in a shared services / GBS environment
- Minimum 3 years of management and people development experience held in O2C department
- Ability to work in global team environment and communicate effectively with both internal business partners of all levels & disciplines as well as external team members
- Strong leadership and collaboration skills with ability to build effective relationships and influence peers and key stakeholders.
- Ability to proactively & effectively resolve people, process and technology problems
- Ability to effectively prioritize and complete key tasks and deliverables
- Able to respond flexibly to customer needs, effectively managing expectations
- Attentive to details to ensure compliance and accurate reporting.
- Experience of working to tight deadlines and analysing multiple entities.
- Flexibility in adapting to a non-routine and fast paced environment.
- Strong SAP knowledge
- SAP implementation experience is a plus
- Proficient in MS Office tools, ServiceNow, and Concur
- Proficient in English is mandatory; multi-lingual is a plus, but not required
Travel: Up to 20% for project work and client/customer interaction
Wylij zgoszenie (zgoszenia) Apply Later



  • Science
Posted: 2019-10-02 Expires: 2019-11-01

As one of the oldest continuously operating companies in the United States, we are proud of all the innovative work we’ve accomplished for the last 140 years to improve global health.

We are looking forward to an even more successful future in which continued innovation and contributions from top talent in all areas of our organization will be critical.

Are you looking for a way to make life better for people around the world? We have opportunities in many areas of our organization. Please use the search feature to see the wide scope of our positions.

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O2C Customer Service Line Manager

Warszawa, Woj. Mazowieckie 00-001

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