O2C SPECIALIST CUSTOMER SERVICE - EMEA (maternity cover)

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!

Purpose: The incumbent in this position will be responsible for working directly with customers to place orders, issue invoices, perform collections & handle customer service

Location:  Warsaw, Poland

Key Responsibilities & Deliverables:



* Process Expertise & Business Partnership



* Effectively process all manual orders received through phone, fax & email, ensuring priority for urgent orders, ensuring a positive customer experience


* Effectively manage all customer disputes to resolve any issues with orders, including completing outbound calls to established customers, coordinating with O2C Accounts Receivable or Supply Chain teams and escalating Tier 2 disputes to the Manager where applicable.


* Analyse account discrepancies to ensure the customer account is enabled for payment


* Efficiently generate and distribute invoices to customers


* Effectively analyse 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 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 Customer Service 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 Customer Service processing and related queries



* Skills & Capabilities



* 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 ...