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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

At Lilly, we serve an extraordinary purpose. We make a difference for people around the global by discovering, developing and delivering medicines that help them live longer, healthier, more active lives. Not only do we deliver breakthrough medications, but you also can count on us to develop creative solutions to support communities through philanthropy and volunteerism.

Position Brand Description:

The Parenteral Supply Chain organization has responsibility for scheduling the manufacturing processes for Dispensing, Formulation, Filling, and Inspection. The Associate for Customer Service is a key liaison between Global Supply Chain, Device, Assembly and Packaging, and the work centers in Indianapolis Parenteral Manufacturing. They are the key link for all functions in the plant and in the broader supply chain for scheduling updates and issue resolution.

This role requires an understanding of the manufacturing processes within the Site and an ability to communicate status with multiple customers and a desire to develop and maintain the highest possible standard of customer service. This role must also embrace the latest technology and systems to develop new and innovative means of communication with customers that enhance the reputation of the Site and deliver memorable service. The role requires a desire to understand the various customer requirements and be able to represent the Site in a highly professional, responsive, and detailed manner. The Associate - Customer Service has detailed interactions with customers, Indy Parenteral Site, and International Distribution personnel to ensure orders deliver on-time and in-full to customer requirements. The Associate - Customer Service is responsible for frequent, detailed communications with customers to ensure that customer’s expectations are understood and fulfilled. The job holder will be responsible for multiple customers/geographic regions and must deliver performance ranked as the highest possible through feedback, metrics and other measures as judged by both customers and site management.

Key Objectives/Deliverables:

Safety & Quality

• Maintain a safe workplace through proper ergonomic practices (workpace compliance and use of ergo equipment)

• Maintain a state of compliance (learning plan, SOP adherence, etc.)

Planning/Scheduling

• Timely processing of anticipated delay reports (ADR’s)

• General hub for all schedule related communication in the flow team; represent logistics at flow and process teams as required

• Work directly with Master Scheduler's and Inspection Planners to ensure we are meeting the needs of our partners.

Capacity management

• Generate, analyze and report plant capacity analysis

Customer Service

• Represent customer throughout order process – priority setting /negotiations

• Communicate status – to customers & internal resources (escalating issues as appropriate)

• Coordinate steps when expediting is required

• Work collaboratively to ensure order documentation requirements are met

• Establish effective internal relationships with key departments / functions

• Establish relationship with customers (international & domestic personnel)

• Support customer service metrics and performance indicators

• Monitor customer’s forecasts, & service needs

• Influence internal performance to meet customer’s needs

• Know the impact on customers when production plans change

• Communicate regularly and proactively with customers

• Leverage knowledge of customers to improve the service levels provided

SAP knowledge & Metrics

• Generates OSSCE (Operational Standards for Supply Chain) metrics

• Pareto analysis of OSSCE metrics

• Work with stakeholders to improve plant supply chain processes and performance

• Help set up data in SAP as necessary; work to ensure data is maintain accurately (recipes, stds, etc.)

Basic Requirements:

+ Bachelor's Degree in Supply Chain Management, Engineering or other Technical fields of study

+ Minimum 3 years of experience in Supply Chain (Production Planning preferred) or similar work experience

Additional Preferences:

+ Previous experience in using SAP

+ Positive attitude & demonstrated customer service mindset

+ Organizational skills, prioritization skills, and attention to detail

+ PC and systems skills. Familiarity with SAP & demand management systems

+ Manufacturing /supply chain experience – familiarity with processes, systems & products

+ Initiative and ability to work well under pressure and deadlines

Knowledge / Experience in Manufacturing, Packaging, and/or Customer Service

Strong organizational and Project Management skills

Knowledge of MRPII, and OSSCE

Customer oriented

Excellent Computer skills (e.g., MRP, SAP, Excel)

+ APICS certification preferred

+ Master Scheduling

+ Manufacturing in high speed/high volume production process

+ Extensive experience in MRP system (preference is SAP)

+ Usage with Electronic Batch Record (EBR) systems

+ Extensive Excel capability

+ Looking for someone who wants to lead and influence either technically (individual contributor) or in leadership/management

Additional Information:

+ 8 hour days – Monday through Friday

+ May need to be available off shift and respond to operational issues.

+ Minimal travel required.

+ Applicant will work in various areas within the Parenteral Plant. Some allergens and oncolytics are present in the Parenteral plant. Mobility requirements and exposure to allergens should be considered when applying for this 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 proud to be an EEO Employer and does not discriminate on the basis of age, race, color, religion, gender identity, sex, gender expression, sexual orientation, genetic information, ancestry, 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 are open to all employees. Our current groups include: Africa, Middle East, Central Asia Network, Black Employees at Lilly, Chinese Culture Network, Japanese International Leadership Network (JILN), Lilly India Network, Organization of Latinx at Lilly (OLA), PRIDE (LGBTQ+ Allies), Veterans Leadership Network (VLN), Women’s Initiative for Leading at Lilly (WILL), enAble (for people with disabilities). Learn more about all of our groups.

Actual compensation will depend on a candidate’s education, experience, skills, and geographic location. The anticipated wage for this position is

$57,750 - $129,800

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.

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