Associate Director-Customer Service

Full-time - Senior

Plainfield, IN

10,001+ employees

Chemical Manufacturing

About the position

The Associate Director of Customer Service at Lilly is responsible for managing and providing leadership for the North American Shared Service Center (NASSC) team. This role focuses on order fulfillment, performance management, customer service, and inventory management activities across the US, Canada, and Puerto Rico. The position also oversees the Finished Goods Returns and Customer Adjustments operation, ensuring compliance with operational standards and promoting safety initiatives. The Associate Director acts as a key communication conduit between manufacturing and the US Affiliate, ensuring alignment with the Supply Chain Operations Excellence (SCOPE) process.

Responsibilities

• Manage and provide overall leadership for the NASSC team responsible for order fulfillment and customer service activities.
• Evaluate workload and staffing levels to maximize effectiveness of staff and resources.
• Meet financial targets for NASSC established during the business planning process.
• Maintain top-tier customer service and inventory management support for all affiliates.
• Provide guidance and oversight for the Promotional Materials Process Team.
• Improve the returns process while maintaining quality and security standards.
• Engage with third-party providers to assess and benchmark operations.
• Ensure employees receive proper training and support for their roles.
• Develop an understanding of SAP order processing and order to cash processes.
• Oversee the management and operations of the NASSC call center.
• Ensure compliance with all internal and external requirements.
• Manage and monitor metrics to meet operational targets and efficiencies.
• Lead the U.S. Affiliate OSSCE processes and certification activities.
• Manage finished goods inventory for the US Affiliate, including obsolete inventory analysis.
• Assist with identification of new business opportunities and support onboarding of new ventures.

Requirements

• Bachelor's degree
• 10+ years of experience in leading Distribution, Order Fulfillment, Supply Chain or Customer Service Operations
• Proficiency in SAP Supply Chain Transactions
• Excellent oral and written communication skills
• Ability to manage multiple tasks and influence across organizational levels
• Demonstrated ability to solve problems and work well in a team environment

Nice-to-haves

• At least 5 years in the pharmaceutical industry
• Green Belt or Black Belt Lean Six Sigma Certified
• MBA Preferred
• APICS/ASCM CPIM and CSCP preferred
• Current knowledge of the Order to Cash version of SAP and Business Objects

Benefits

• Health insurance
• Dental insurance
• 401(k)
• Flexible spending account
• Employee assistance program
• Vision insurance
• Life insurance