O2C Customer Service Analyst (Fixed Term)

Job description

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: The O2C Customer Service Analyst will be responsible for working directly with customers to place orders, issue invoices, and handle customer service, while performing collections activities where applicable. Please note that this is a fixed-term position. Your Responsibilities: Effectively process all manual orders received through phone, fax & email, ensuring priority for urgent orders within agreed KPI’s, ensuring a positive customer experience. Effectively process customer complaints and collaborate with other company departments. Analyse account discrepancies to ensure the customer account is enabled for payment. Manage and support the billing process. Effectively analyse all outstanding customer aging to identify collection priorities. Engage with customers by phone or email to prompt collections using market best practices. Effectively track and resolve all customer disputes regarding billings, credits, or payments. Effectively monitor and resolve all sales orders & sales interface issues (outbound). Review key metrics & communicate to stakeholders to ensure KPIs are being met. Support global/regional O2C projects with influence on accurate, efficient & compliant order processing. Support the overall O2C Customer Service team by demonstrating flexibility in providing cover for team members and training of new team members. Actively work with core team members and business partners to build effective working relationships and improve the customer experience. Build and maintain a strong knowledge of Elanco’s product lines within the market. Demonstrate a strong Continuous Improvement oriented approach to drive process improvements. Perform additional responsibilities and projects as needed. What You Need to Succeed (minimum qualifications): University degree (or equivalent work experience). Minimum 3 years experience in O2C or Finance function with knowledge of customer service and experience in identifying and delivering process change. Experience with SAP O2C Module. Experience in Business Warehouse or Business Objects. Proficient in MS Excel, Word, and PowerPoint. Proficient in English and at least one additional language (French, Italian, or Spanish). What will give you a competitive edge (preferred qualifications): Proven track record of managing complex customer accounts in a multinational environment. Advanced knowledge of regional logistics and LSP (Lead Logistics Provider) coordination. Ability to handle complexity and utilize analytical skills, with attention to detail. Ability to proactively & effectively analyse & resolve problems. Ability to effectively prioritize and complete key tasks and deliverables. Able to respond flexibly and empathetically to customer needs, managing their expectations effectively. Ability to work in a global team environment and communicate effectively with both internal business partners and external team members. Demonstrate a strong compliance-oriented mindset and operational awareness of all applicable Sox & Operational controls. 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.