Associate – O2C

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: Associate, O2C

• Provide end to end order management support to Elanco’s Affiliate in accordance with established processes and work procedures and in compliance with Elanco policies, Financial Reporting Compliance (FRC), local company legal and statutory requirements.
• Managed inquiries from customers and proactively coordinate with internal stakeholders to resolve the issue/problem within stipulate timeframe.
• Provide key improvements to existing processes and solutions.
• Support new and existing team members through proper knowledge transfer, sharing of resource, knowledge, and experience.

Your Responsibilities:

1. Process Expertise & Business Partnership

• Effectively process all manual orders received through phone, fax & email, ensuring priority for urgent orders, ensuring a positive customer experience
• Effectively manage all customer disputes to resolve any issue with orders, including completing outbound calls to established customers, coordinating with O2C Accounts Receivable or Supply Chain teams and escalating Tier 2 disputes to the Manager where applicable
• Analyse account discrepancies to ensure the customer account is enabled for payment
• Efficiently generate and distribute invoices to customers
• 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 resolved all sales order & 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
• Be seen as a "go-to" information resource for O2C Customer Service processing and related queries

2. Skills & Capabilities

• 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 global team environment and communicate effectively with both internal business partners of al levels & disciplines as well as external team members
• Demonstrate a strong compliance oriented mindset & help to build a strong compliance culture
• Familiarise with all applicable process documentation & training materials o ensure you operate in a fully compliant manner
• Operational awareness of all applicable Sox & Operational controls for your area
• Actively work with the core team team members, internal customers/business partners, and LSP team members to build effective working relationships
• Demonstrate excellence in all interactions with our GBS internal customers & business partners
• Focus on measuring & improving our customer's experience with the GBS
• Build and maintain a strong knowledge of Lilly's product lines within the market
• Demonstrate a strong Continuous Improvement oriented approach & help to build a strong Continuous Improvement culture
• Actively work with the core team members & Global O2C team to drive improvements for processes

What You Need to Succeed (minimum qualifications):

• Diploma/Degree in Finance/Accounting, Business Administration with 1 - 3 years of related industry experience or equivalent in Order Management or other accounting function in an MNC or Shared Service.
• Intermediate knowledge and understanding of Order Management and Accounting Functions
• Intermediate knowledge and experience of operating ERP System - SAP Module and MS Office Tools, particularly Excel, PowerPoint, and Outlook. Experience using the ServiceNow, or Sales Force is a plus but not require.
• Have experience in supporting low to medium complexity tasks and participating in a small to medium size project initiatives.
• Lean/Six Sigma exposure or equivalent is a plus but not require.
• Progressive mindset and aptitude in learning and adapting to technology and productivity tools.
• Proficient in English is mandatory; multi-lingual is required if you support Japan, Korea, Taiwan, China, Thailand and Vietnam

What will give you a competitive edge (preferred qualifications):

• Requires comprehensive and understanding of Order Management activities and relationship with the business.
• Meticulous in details and post good analytical skills.
• Effectively prioritize and complete assigned functional tasks and other deliverables under minimal supervision.
• Ability to identify and resolve typical or non-standard issues that may occur in their own work unit or affect the team.
• Able to recognizes and solves typical or non-standard problems that can occur in own work unit.
• Positive working attitude with a high degree of initiative and is adaptable to change.
• Ownership for all applicable SOX and Operational Controls in own work unit.
• Good interpersonal and influencing skill as frequent communication with stakeholders from various department would be required.

Additional Information:

• Travel: Not required
• Location: Malaysia

Don’t meet every single requirement? Studies have shown underrecognized groups are less likely to apply to jobs unless they meet every single qualification. At Elanco we are dedicated to building a diverse and inclusive work environment. If you think you might be a good fit for a role but don't necessarily meet every requirement, we encourage you to apply. You may be the right candidate for this role or other roles!

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.