Assistant - NALO Customer Service Representative

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.

Organization Overview:

For 140 years, Lilly has manufactured medicines that improve people’s lives around the world. We produce our medicines using some of the most sophisticated manufacturing technologies and rigorous quality standards. Lilly Manufacturing strives for excellence in its process, standards, procedures and behaviors to develop medicines with safety first and quality always.

Responsibilities:

Position responsible for assisting in all Customer Service functions for Finished Product Returns.  To respond to Customer inquiries for Returned products, process Patient Returns.

• Answer customer requests via phone or email regarding credit adjustments, inquiries and disputes Process Customer Adjustments in SAP.

• Process returns from multiple customers in SAP.

• Collaborate with corporate disbursements and Accounts Receivable for credit reimbursement questions, problems, and resolutions.

• Trouble shooting and account reconciliation with wholesalers / retailers.

• Responsible for complying with FDA, NABP, DEA, SOX, CIA, RCRA and OSHA requirements as well as participating in any regulatory (internal or external) audits by Lilly or any of these entities.

• Constantly look for improvements in productivity, compliance, and data accuracy.

• Serve as the backup subject matter expert in collaborating with Third Party processors.

• IDOC Management and processing

• Assist Management in local process audits when needed.

• Be a safety advocate for the Returns Operation by providing safe work environment and promoting safety amongst the team.

• Execute any IT testing within SAP system in relation to Returns Processing for special assignments if Lead is unavailable

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

• Support the NALO NASSC team with additional tasks as needed

Basic Requirements:

• High School diploma

• 2+ Years in a Customer-facing role

Additional Preferences:

• Demonstrated computer skills and use of various software programs

• Demonstrated problem solving skills, and sound decision making skills.

• Strong knowledge of SAP – O2C Functionality.

• Good communication skills.

• Demonstrated ability to work independently with accuracy and attention to details.

• Prior customer service experience servicing pharmaceutical customers

This job description is intended to provide a general overview of the job requirements at the time it was prepared.  The job requirements of any position may change over time and may include additional responsibilities not specifically described in the job description.  For GMP purposes, the job description should be updated for significant changes.  As always, you should consult with your supervisor regarding your actual job responsibilities and any related duties that may be required for the position.

Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form (https://careers.lilly.com/us/en/workplace-accommodation) for further assistance. Please note this is for individuals to request an accommodation as part of the application process and 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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