Job offer description
Position Title OM Analyst GermanCompany Overview*Qualifications
- University Degree in Business or equivalent.
- Min 2 years of customer service/calls centre experience.
Additional Information
*Travel Percentage0-10%*Responsibilities
- Monitor and resolve order and sales interface issues
- Manage open orders and prioritization
- Manage, track and resolve Tier 1 disputes and route to local affiliates when required
- Execution of operational metrics and SLA reporting
- Liaise with internal contacts including sales & marketing, distribution and LSP’s
- Act as a power user for O2C customer service processes
- Propose and implement standardization for customer service processes
- Daily / Weekly / Monthly Order Management Reporting (Order entry & dispute trends)
- Review of daily / weekly / monthly Business & Sox 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
*Additional Skills/Preferences
- Must demonstrate strong telephone communication skills with ability to influence and negotiate
- Demonstrate strong interpersonal, written and oral communication skills.
- Accuracy and Attention to Detail.
- Customer Focused.
- Capable of problem solving.
- Fluent German is essential.
- Proficient with Microsoft Office software (EXCEL, WORD, etc.)
- Capable of working to deadlines in a fast paced environment.
- Ability to develop good relationships with various levels of personnel in Lilly’s Financial organization, Affiliate organization, third party service providers, and external auditors
- SAP Knowledge desirable
