O2C Associate (Fluent German or Swiss/German)

Qualifications Graduate or 2 years relevant experience

Multiple positions

The following languages are required for these roles:

- Fluent German

- Fluent Swiss/German

Min 1 years of customer service/calls centre experience. <>§Min 1 years of customer service/calls centre experience.

Travel Percentage 0-10%*Responsibilities

• Manage manual orders received through phone, fax, email.
• Enter orders in SAP
• Run interfaces with LSP and ensure orders have been integrated in SAP (IDOC)
• Manage, track and resolve Tier 1 disputes and route to local affiliates when required
• Be able to identify product complaint and adverse events and route to local affiliates
• Liaise with external partners including logistic service providers
• Control inventory movements done by LSP and reconcile SAP with LSPs inventory levels.
• Execution of operational matrics and SLA reporting
• Liaise with internal contacts including Finance, Sales and Marketing and Distribution
• Liaise with external partners including logistic service providers
• Propose and implement standardisation for customer service processes

*Additional Skills/Preferences§Min 1 years of customer service/calls centre experience.

KEY SKILLS/CORE COMPETENCIES

 

• Demonstrate strong interpersonal, written and oral communication skills.
• Attention to Detail.
• Capable of problem solving.
• Fluent German is essential.
• Work well under pressure
• Proficient with Microsoft Office software (EXCEL, WORD, etc.)
• Ability to develop good relationships with various levels of personnel in Lilly’s Financial organization, Affiliate organization, third party service providers, and external auditors