Order Management Analyst - German

Descriere:

The Global Business Solutions (GBS) Center at Cork was established in July 2010 to provide financial shared service such as Order to Cash, Purchase to Pay, and General Accounting and Global Travel and Meeting services. Since then, the scope of GBS Cork has expanded outside of Finance and into other Business Service functions (Customer Meeting Services, Global HR Data Management). The current headcount is circa 350 multi-lingual employees and was awarded CIMA International Shared Service Centre of the Year in 2013 and 2014, with particular credit to Employee Engagement. GBS Cork is currently in the process of setting up a centralized, multi-lingual team to provide Medical Information support to our Affiliates in Europe.

Purpose:
The role of an Order Management Analyst involves having responsibility for Market oversight & coordination of all aspects of the Order to Bill Process. The roles activity includes and is not limited to ensuring all orders follow the order to bill process without failure. This involves troubleshooting and resolution of any orders that fail through the process. In addition a key activity of the Analyst role is to be a knowledge expert in all the Order to Bill processes, a driver of the very highest standard of customer service, a key contact for our local Affiliate (Lilly employees located within the market country) and finally a coaching support for all associates within the team.

Responsibilities
• Manage Orders and Prioritization
• Root Cause Analysis and resolution of Tier 2 Disputes
• Liaise and build relationships with internal contacts including Supply Chain, Accounts Receivables and General Accounting.
• Act as a SME for O2C Customer Service and Order Management processes
• Propose and implement Standardization for Customer Service and Order Management processes
• Daily / Weekly / Monthly Order Management Reporting (Order Entry & Dispute Trends)
• Review of Daily / Weekly / Monthly Business & Sox (Sarbanes-Oxley) Controls
• New hire training
• Coaching of Associates (Call Quality, SAP Process Knowledge)
• Support Business Improvement Projects / initiatives
• Ensure Process Knowledge Documentation is relevant and up to date
• May lead small to medium Projects

Cerinte:

• Third Level Degree
• Strong interpersonal skills with ability to influence and negotiate
• Min 2 years of Customer Service/Order Management experience.
• Experience with Reporting / Analysis
• Native level in German and fluency in 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
• High learning agility
• Proactive, analytical and pragmatic approach to problem solving.
• Able to work under pressure, juggling short deadlines, multiple priorities and concern for maintaining standards.
• Good time management skills.
• Effective prioritization showing ability to be flexible whilst meeting customer needs and managing their expectations.
• Proficient with Microsoft Office software (Excel, Word, etc…)
• Responds to and anticipates customer needs, and handle standard and non-standard requests within Guidelines and Policies