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