NALO Customer Service Representative I-III

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 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.

This role supports the needs of the North American Shared Service Center (NASSC) – including the U.S. Puerto Rico (PR) and Canada (CA) with a focus of being a key North American Logistics Operations (NALO) contact for both internal and external customers regarding finished product order management/fulfillment for trade (including free goods and indigent patient orders) and sample product. 

Customers include wholesalers, pharmacies, hospitals, health care professionals, government institutions, Lilly and contract sales representatives, the US Affiliate managed healthcare services and trade accounts and anyone else internally, or externally who needs product distributed by one of our distribution centers or by partner distribution centers who distribute Lilly product on our behalf. 

This position is responsible for the timely, accurate and professional processing of customer orders, NALO related inquiries received via phone, email, etc., disputes and general finished good order management and subsequent invoicing. 

To meet these customer requirements, this position requires an understanding of the pharmaceutical industry, Lilly distribution and sales practices as well as logistics/traffic, warehousing, regulatory compliance (including PDMA, cGMP, Sarbanes-Oxley and Special Security Substance administration) finance, manufacturing, quality assurance and all associated systems.

Key Objectives/Deliverables

Perform tasks in a safe manner – follow all ergonomic guidelines including early reporting of injuries.

Comply with all Special Security Substance, Sarbanes-Oxley, cGMP regulations, PDMA, and other regulatory requirements. This includes RedBook, and clean desk policies.

Responsible for ensuring data integrity and good documentation practices while performing job tasks.

Manage customer inquiries and orders in a pleasant, professional, accurate, and timely manner through phone, fax and email

Comply with all procedures to ensure all tasks are performed as designed or alert supervision if there are any potential discrepancies in procedure matches practice.

Ensure business processes flow smoothly including creating, reviewing, and documenting data/reports and issues promptly.

Suggest and implement process changes to enhance the efficiency and effectiveness of the area.

Work as a team to ensure all area goals and customer needs are met – be flexible and have a positive attitude.

Be accountable for those tasks for which you are responsible for including ensuring that your processes are documented in a manner that will enable other team members to back up your tasks if needed.

High school or equivalent

Supports safety initiatives Highly organized and able to manage multiple tasks without becoming flustered.

Able to prioritize and plan daily work activities. High aptitude for using IT systems (Microsoft Word, Excel, Call Center software and SAP).

Accuracy and attention to detail.

Good communication and interpersonal skills.

Demonstrated ability to work effectively in a team setting

Ability to deal with difficult customers and situations in a professional manner. Ability to follow procedures Demonstrated initiative and ability to solve problems.

Ability to be flexible and assist in other areas when needed.

Excellent phone etiquette and grammar

Excellent attendance record

Positive attitude

Eli Lilly and Company, Lilly USA, LLC and our wholly owned subsidiaries (collectively “Lilly”) are committed to help individuals with disabilities to participate in the workforce and ensure equal opportunity to compete for jobs. If you require an accommodation to submit a resume for positions at Lilly, please email Lilly Human Resources ( Lilly_Recruiting_Compliance@lists.lilly.com ) for further assistance. Please note This email address is intended for use only to request an accommodation as part of the application process. Any other correspondence will not receive a response.

Lilly 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.

Our employee resource groups (ERGs) offer strong support networks for their members and help our company develop talented individuals for future leadership roles. Our current groups include: Africa, Middle East, Central Asia Network, African American Network, Chinese Culture Network, Early Career Professionals, Japanese International Leadership Network (JILN), Lilly India Network, Organization of Latinos at Lilly, PRIDE (LGBTQ + Allies), Veterans Leadership Network, Women’s Network, Working and Living with Disabilities. Learn more about all of our groups.

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