At Lilly, we unite caring with discovery to make life better for people around the world.
We are a global healthcare leader headquartered in Indianapolis, Indiana.
Our 35,000 employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism.
We give our best effort to our work, and we put people first.
We're looking for people who are determined to make life better for people around the world.
**JOB TITLE**: Customer Service Analyst
**LEVEL/ PATH**: Analyst
**REPORT TO**: Manager, Order Management & Supply Chain Management
**LOCATION**: Mexico City, Mexico
**A**bout Us**:
Here at Lilly, we are focused on our common purpose to make life better for people around the world.
Team Lilly keeps us focused on our common purpose, while defining the culture of our organization, the experiences we create and the way we work together to deliver results.
Whether here in Mexico, one of the most important regions in LATAM hub, or our corporate headquarters in Indianapolis, each team member plays a critical role in ensuring we deliver on that purpose.
Mexico´s Global Business Solutions (GBS) was established in 2012 to provide shared financial services in the areas of: Order to Cash, Purchase to Pay and General Accounting.
The organization has to offer a valuable experience to our business partners in LATAM.
At GBS, it's not just about what we do today, but how we can, innovate and accelerate for present and future operations.
Above all, it's about being part of an open, welcoming, and inclusive culture, one that is further enhanced by the dedication of our committees - Employee Engagement, Embracing Growth and Business Experience.
The Lilly Mexico - GBS team is an exciting and fulfilling place, where we work hard to change lives for patients while supporting and encouraging each other to be and bring our best.
Lilly is a place you can grow and lead, innovate, connect with coworkers who care about you and find meaning in the work you do.
Join us.
**Purpose of the position**:
Providing service and compliance-based solutions to internal and external customers i.e., timely and accurate sales order processing, coordinate delivery order with local service provider (LSP) and maintain good relationship with internal and external customers through effective communications and relationship.
**Key Responsibilities**:
- Responsible for order processing via 3rd party portals, group mailbox and Non-Verbal Communication Tools.
- To coordinate delivery orders with local service provider (LSP), perform Post Goods Issues and generate billing.
- Perform inbound and outbound calls with external customers/affiliates/local service.
- Provide daily operational supports for Affiliates undersigned.
- Work in a team to achieve team KPI and SLA.
- Responsible for preparing month end SOXs reports to ensure its meets accounting and Lilly policies.
- Conduct root cause analysis and heavily involved in process improvement plan.
- Production Support Governance (PSG) for affiliates.
**Requirements**:
- University Degree in Accounting/Business or equivalent.
- Proficiency in English (Spoken and Written).
- Proficiency in Microsoft Office software (Excel, Word etc.)
**Work experience**:
*One (1) to three (3) years of experience of customer service/SCM/calls center experience, preferably with a multi-national company or share service center.
*Customer service experience in dealing with customer through phone or mail and internal customer.
*Knowledge in order processing.
Knowledge and experience of SAP is required.
*Experience in process improvement initiative.
- Business and products knowledge is an added advantage.
**Skills / Abilities**:
- Demonstrate strong interpersonal skills.
- Must demonstrate strong telephone communication skills with ability to influence and negotiate.
- Strong communications skills.
- Strong analytical skills.
Customer Service Oriented skills.
Lilly 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.
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