O2C Customer Service & Collections Analyst

Emploive; Warszawa; Hybrid; PLN 110,000 - 150,000; Full time

Job summary

Elanco, a global leader in animal health, is seeking an O2C Customer Service Analyst in Warsaw. You will handle orders, issue invoices, and provide customer service while performing collections activities in a fixed-term role.

You will process manual orders received by phone, fax, and email, resolve customer disputes, monitor aging, and support billing to ensure KPIs are met. A university degree and SAP O2C experience are required.

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).

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.

Skills

O2C process ownership

Customer service

Analytical skills

Process improvement

MS Excel

MS Office

Education

University degree

Tools

SAP O2C

Business Warehouse

Business Objects

Excel

Word

PowerPoint

Job description

Elanco, a global leader in animal health, is seeking an O2C Customer Service Analyst in Warsaw. You will handle orders, issue invoices, and provide customer service while performing collections activities in a fixed-term role.

You will process manual orders received by phone, fax, and email, resolve customer disputes, monitor aging, and support billing to ensure KPIs are met. A university degree and SAP O2C experience are required.