O2C Senior Customer Service Specialist with Dutch

• 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.

• 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.

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.
 

• →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.

• Location: Warsaw, Poland