O2C Order & Commercial Conditions Senior Analyst (Italian Speaking)

JOB PURPOSE

O2C Order & Commercial Conditions Senior analyst is responsible for delivering commercial conditions and order management related services for Consumer Healthcare business across countries within Consumer Healthcare perimeter in Europe & MEA as per their respective service level agreements.

Drives operations that are critical for customers & patients and serve as a basis for products fulfilment, accurate accounting, generating cash flow and customer satisfaction.

The role of the Order & Commercial conditions Senior Analyst is to support the accurate, efficient and compliant customer order processing by analyzing, resolving blocking issues engaging with other related functions according to target lead time and contribute to deliver a positive customer experience. Responsible for customer orders administration to achieve agreed order cycle time and ratio of perfect orders. Proactively understands and analyse technical solution to improve results. Identifies areas to strengthen the operational effectiveness and excellence, leverage technology, improve the quality of process, and limit the number of exceptions.

Order management services

• Order capturing
• Business interface monitoring
• Technical issue resolution and troubleshooting on different order entry/invoicing channels

Commercial conditions services

• Commercial conditions maintenance while ensuring adherence to preventive controls and compliance
• Monitoring, analyzing and resolving issues related to commercial conditions

KEY RESULTS/ACCOUNTABILITIES

Order management

• Responsible for Customer order administration
• Monitor order validation by exception to ensure they are accurate and can be processed to the next stage of the process. Drives resolution to eliminate exceptions
• Responsible for capturing customer orders accurately and efficiently into the ERP system
• When relevant create order manually in the ERP, (by mail, mass upload and fax) according to the customers' requirements and based on business rules for third party sales processes
• Review and validate orders in the optical character recognition tool, update as needed and resolve issues.
• Contribute to continuous improvement of order taking activities as required by internal team initiatives.
• Handle exceptional manual deliveries and invoices as required
• Investigate and resolve invoice disputes or discrepancies by coordinating with relevant departments
• Monitor all inbound and outbound customer interfaces through idocs to ensure correct integration of the different documents in the systems
• Investigate failed IDOC's and contact relevant departments based on type of issue to report technical system failure to IT; or when possible, solve issues with failed IDOC's independently to be able to create the exchanged documentation
• Keep track of changes: in IDOC's, emails, to justify changes from initial customer demand
• Request maintenance to IT (create or update) of master data fields linked to different customer interfaces of Partner Functions and fields that require local knowledge
• Execute integration activities within the service level agreement to drive efficiency in the process.

Commercial conditions

• Ensure that satellite tools containing commercial conditions are consistent
• Liaise with the neighbouring functions to ensure optimum lead time in the updates of critical data

• Upload and maintain commercial agreements/conditions of approved Gross Price List in the contracting tool based on commercial policy template upon request from Trade or any other appointed responsible by upload record in the system according to standard price scheme. Complete this activity based on defined frequencies and seasonal & promotion activities
• Create and maintain master request On and Off Invoice contracts including payment terms.
• Perform 4Eyes check to ensure that the terms of the contract are well approved in the commercial policy.
• Create Settlement Request for off-invoice contract and monitor the process of the credit note creation.
• Monitor and ensure the robustness of commercial conditions by liaising with trade team
• Identify, analysis, escalate resolve commercial conditions related issues promptly by coordination with trade, commercial and IT
• Ensure preventive control adherence and compliance of commercial conditions with Trade and commercials

Continuous improvement

• Identify process improvement opportunities through elimination of redundant activities
• Participate in process automation initiatives and ensure seamless adoption and transition
• Participate in global projects as required

KEY WORKING RELATIONSHIPS

• Local Customer Service and Logistics Team
• Sales
• IT
• Ci2C departments (Credit management & Collection, Cash application, AR Reporting)

SKILLS, EXPERIENCE & KNOWLEDGE REQUIREMENTS

Language

• Excellent English written and verbal
• Excellent Italian written and verbal

Functional Skills

• Broad understanding of E2E Order to Cash processes and compliance
• Customer Service mindset
• At least 2-4 years' experience with knowledge of order processing and customer service/contract management or similar (essential) preferably in Pharma
• Good business acumen
• Strong problem solving, deductive and analytical skills, financial acumen

Technical

• Hands-on experience of SAP (essential) in S4 Hana preferably, SAP Application Interface framework modules (advantageous)
• Previous use of an Optical character recognition solution (advantageous)
• Knowledge of Microsoft Office and expertise of MS Excel (essential)

Interpersonal

• Ability to interact with internal stakeholders in issue resolution (essential)
• Self-motivated, well organized, hard-working, detail-minded, clear thinker, quick learner
• Team player, able to work collaboratively transversally and with front line teams with an end-to-end mindset (essential)
• Well-inclined towards change and able to work under pressure
• Good communication skills

Leadership

• Ability to work independently and take ownership of tasks and processes
• Ability to organize, prioritize and structure tasks for oneself
• Attentive to detail and works with precision
• Action oriented, delivery driven, change agent
• Lead by example to deliver high quality service, customer satisfaction

Key Dimensions

The Order & Commercial Conditions Analyst reports to Order and Commercial Conditions Team Lead and works closely with local and other Customer Service teams, Finance, Trade and IT and other Global business functions in countries/regions.

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