Associate Director-Customer Service

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. Actual compensation will depend on a candidate’s education, experience, skills, and geographic location. The anticipated wage for this position is $122,250 - $179,300 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. The purpose of this position is to manage and provide overall leadership for the North American Shared Service Center (NASSC) team responsible for order fulfillment, performance management, customer service and inventory management activities for the US, Canada and Puerto Rico, as well as leadership for the Finished Goods Returns and Customer Adjustments operation, and sponsorship of the Promotional Materials Process Team. Finished goods forecast management for the US Affiliate is also included as needed. This person is a main conduit of communication between manufacturing and the US Affiliate, and this position is also responsible for ensuring that the US Affiliate Sales and Marketing area follows the Supply Chain Operations Excellence (SCOPE) process. Key Objectives/Deliverables Actively support and promote safety in NALO including ensuring that team operates in a safe manner and actively participates in safety initiatives. Be an active leader for NASSC and NALO site operations, business planning, resource planning, etc. Continually evaluate workload and staffing levels to ensure effective use of company resources and to maximize effectiveness of staff. Meet financial targets for NASSC established during business planning process – including involvement of self/team in six sigma and other continuous improvement activities. Maintain top tier NALO customer service and inventory management support for all US Affiliate/Canadian Affiliate/Puerto Rican Affiliate business, sales, sample distribution, and other new business requirements through alignment with operational standards. Provide guidance and oversight of the Promotional Materials Process Team. (especially coaching for the Process Team Leader) Responsible for continually improving the returns process for the company, looking for options for streamlining while maintaining proper quality and security standards. Responsible for overall maturity of NASSC operations. Demonstrate leadership engaging with 3rd party to assess and benchmark current operations, identifying gaps and develop & implement strategy to improve performance of overall operation. Ensure employees have proper training and support to perform roles. Provide coaching to employees to ensure that robust development plans are created and implemented for the team and to support the performance management process. Develop an overall understanding of SAP order processing and order to cash (O2C) processes including order entry/processing, warehouse fulfillment, dispute management, customer and material master data, and EDI processing. Oversee the management and operations of the NASSC call center. Develop an overall understanding of US finished goods forecasting processes and ensure processes are being followed to deliver class A level results. Provide oversight for any third-party logistics providers fulfilling orders on behalf of NALO. Ensure compliance with all internal and external requirements: Special Security Substance, GMP, Sarbanes Oxley, records retention, Red Book, CIA, PDMA, FDA, DEA, RCRA and OSHA. Manage and Monitor metrics to ensure OSSCE and other operational targets are met, and efficiencies are being developed and maintained. Actively lead the U.S. Affiliate OSSCE processes, certification, and maintenance activities. Ensure that the team effectively manages finished goods inventory for US Affiliate (inc. managing obsolete, potentially obsolete inventory ABC analysis and slow-moving inventory). Assist with identification/investigation of new NALO business opportunities, and support on boarding on new business ventures and launches. Closely work with the US Affiliate with respect to expectations surrounding our Lilly Direct and Promotional Materials business to ensure NALO meets their expectations. Responsible for ensuring data integrity and good documentation practices while performing job tasks. Act as a leader for the site and organization Basic Qualifications Bachelor's degree 10 years of experience in leading Distribution, Order Fulfillment, Supply Chain or Customer Service Operations. Additional Skills/ Preferences At least 5 years in pharmaceutical industry Green Belt or Black Belt Lean Six Sigma Certified (preferred) MBA Preferred APICS/ASCM CPIM and CSCP preferred. Proficiency in SAP Supply Chain Transactions Highly organized and able to manage multiple tasks at once. Ability to influence across and vertically - within the manufacturing organization and US Affiliate. Able to manage team and self to meet daily operational objectives and provide strategic direction. Demonstrated ability to use and understand computer systems and software (Microsoft Word, Excel, PowerPoint, and SAP and PowerBI). Current knowledge and experience with the Order to Cash version of SAP, Business Objects and Business Warehouse reporting. An understanding of the pharmaceutical industry, US, Canadian, and Puerto Rican Sales Affiliate business unit activities as well as manufacturing, global supply chain, sample accountability, traffic, warehousing, regulatory, financial/Sarbanes Oxley, quality assurance, Returns or reverse supply chain, and Special Security Substances Accuracy and attention to detail. Excellent oral and written communication skills and interpersonal skills. Ability to deal with difficult customers and situations in a professional manner. Demonstrated initiative and ability to solve problems. Ability to be flexible and assist in other areas when needed - Ability to work well in a team environment. Pro-actively identifies and works with others to resolve issues. Demonstrated ability to build relationships within an organization and with individuals across organizational boundaries and at multiple levels in the organization (required). Additional Information May require working on weekends and holidays. Limited Travel 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. Full-time equivalent employees also will be eligible for a company bonus (depending, in part, on company and individual performance). In addition, Lilly offers a comprehensive benefit program to eligible employees, including eligibility to participate in a company-sponsored 401(k); pension; vacation benefits; eligibility for medical, dental, vision and prescription drug benefits; flexible benefits (e.g., healthcare and/or dependent day care flexible spending accounts); life insurance and death benefits; certain time off and leave of absence benefits; and well-being benefits (e.g., employee assistance program, fitness benefits, and employee clubs and activities).Lilly reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion and Lilly’s compensation practices and guidelines will apply regarding the details of any promotion or transfer of Lilly employees. WeAreLilly