O2C Senior Customer Service Specialist with Dutch

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. At Elanco, we are driven by our vision of Food and Companionship Enriching Life and our purpose - all to Go Beyond for Animals, Customers, Society and Our People.

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!

Your Role: O2C Senior Customer Service Specialist with Dutch

As an O2C Senior Customer Service Specialist, you will be a key point of contact for customers and internal business partners, supporting the end-to-end Order to Cash process. In this role, you'll be responsible for order processing, billing, collections, dispute resolution, and customer service queries. You will also act as a subject matter expert, support process improvements, and contribute to global and regional O2C projects.

Your Responsibilities:

• Order & Complaint Management: Effectively process manual orders received by phone, fax, and email, prioritizing urgent requests within agreed KPIs. Handle customer complaints and collaborate with relevant internal departments to ensure a positive customer experience.
• Account & Billing Management: Analyze account discrepancies to ensure customer accounts are enabled for payment and support the billing process.
• Collections & Disputes: Analyze outstanding customer aging to identify collection priorities. Proactively engage with customers by phone or email to support collections and resolve disputes related to billing, credits, and payments.
• Order & Interface Management: Monitor and resolve sales orders and sales interface issues (Idocs), ensuring orders flow accurately and efficiently through the process.
• Reporting & Performance: Review key metrics and communicate results to stakeholders to ensure KPIs are met and operational performance is maintained.
• Process Expertise: Act as a "go-to" information resource for O2C Customer Service processing and related queries, sharing knowledge and supporting the team in resolving complex issues.
• Project Support: Support global and regional O2C projects focused on improving order processing accuracy, efficiency, and compliance.
• Team Support: Provide cover for team members when needed and support the training and onboarding of new team members.
• Continuous Improvement: Demonstrate a strong Continuous Improvement mindset and actively work with the core team and Global O2C team to identify and drive process improvements.
• Stakeholder Engagement: Build and maintain effective working relationships with internal customers, business partners, and LSP team members. Demonstrate excellence in interactions and focus on continuously improving the customer experience.
• Compliance: Promote a strong compliance culture and ensure activities are performed in line with applicable SOx and operational controls.
• Documentation: Familiarize yourself with and follow applicable process documentation and training materials to ensure compliant and consistent operations.
• Product Knowledge: Build and maintain strong knowledge of Elanco's product lines within the assigned market.

What You Need to Succeed (Minimum Qualifications):

• Education: University degree or equivalent work experience.
• Experience: Minimum 3 years of experience in O2C or Finance, with knowledge of customer service and experience identifying and delivering process improvements.
• Language Skills:
  • Dutch: Fluent (C1/Native).
  • English: Proficient/Fluent (mandatory for global communication).
• SAP: Experience with SAP O2C processes/modules.
• Technical Skills: Working knowledge of MS Excel, Word, Outlook, and PowerPoint.
• Soft Skills: Strong analytical and problem-solving skills, attention to detail, ability to handle complexity, prioritize tasks, and manage customer expectations effectively.
• Collaboration: Ability to work effectively in a global team environment and communicate with internal business partners at different levels and across functions, as well as external team members.
• Flexibility: Willingness to work shifted hours, if required by the region served.

What will give you a competitive edge (preferred qualifications):

• Experience in a global Shared Services or GBS environment.
• Experience supporting O2C process improvement or transformation initiatives.
• Knowledge of additional European languages.
• Experience working with customer disputes, collections, and billing processes.

Additional Information:

• Location: Warsaw, Poland

We offer:

• Career at one of the leading global animal healthcare companies.
• Office located in the center of Warsaw (Rondo Daszynskiego).
• Extra days off.
• Flexible working hours.
• Sports cards (Multisport), private medical care, life insurance.
• Open and inclusive environment which is supportive and welcoming of all diversity strands.
• Animal-Friendly office.
• Theatre tickets discounts.
• Language learning platform.

Elanco is an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status

Elanco may use automated tools, including AI, to support parts of our recruitment process, such as reviewing applications against job-related criteria and/or transferrable skills. These tools help ensure a consistent, structured evaluation, but they do not make hiring decisions. All decisions involve a human reviewer. For more information on how we handle personal data, please see our Elanco Workforce Privacy Notice.