O2C Senior Customer Service Specialist 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!

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.

• Education: University degree or equivalent work experience.
• Experience: Minimum 3 years of experience in O2C or Finance, with knowledge of…