Associate - IDAP Customer Service Supply Chain

2 weeks ago

Indianapolis, United States Eli Lilly Full time

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.

The Associate - Supply Coordinator role provides the link between the Lilly Sales/Marketing Affiliates and the Indy Device Assembly and Packaging (IDAP) Manufacturing Site. The individual must fully understand and effectively represent customers' needs internally to all levels within the site and effectively communicate any supply issues to the customer. This role requires an understanding of the site manufacturing processes, an ability to communicate status with multiple customers and a desire to develop and maintain the highest possible standard of customer service. The key responsibility of the role is securing reliable supply of medicine across the globe to all markets receiving product from IDAP, considering timing, quantity and conditions. This role must also embrace 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 supply challenges and be able to represent them in a highly professional, responsive and detailed manner.

The Associate has detailed interactions with customers, IDAP Site, and International Distribution personnel to ensure orders meet customer requirements. The Associate is responsible for frequent, detailed communications with customers to ensure that expectations are understood and fulfilled.

The job holder will be responsible for extending new products into multiple customers/geographic regions. The introduction of new and Innovative approaches that deliver positive experiences and better commitments from the site is encouraged.

Responsibilities:

Supply Management:

  • Coordinate launch supply requests, managing available stocks as needed.
  • Effectively lead implementation of new products and product or source changes with internal groups and customers.
  • Represent customer throughout order/supply process - priority setting and negotiations
  • Communicate status to customers & internal resources (raising 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
Customer Relationships:
  • 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
  • Ensure compliance with customer contracts/supply agreements.
  • Know the impact on customers when production plans change
  • Communicate regularly and proactively with customers
Process Improvement:
  • Leverage knowledge of customers to improve the service levels provided
  • Identify and implement new processes that drive efficiency improvements in the group
Basic Qualifications:
  • Bachelor's degree required
  • Positive demeanor & demonstrated customer oriented mentality
  • Organizational skills, prioritization skills, and attention to detail
  • Flexibility to work on multiple tasks and meet deadlines
  • Supply chain experience or educational equivalent
  • Able to demonstrate teamwork, leadership, and problem-solving skills
  • Excellent verbal and written communication skills
  • Ability to build collaborative relationships
  • Recognition & appreciation of diversity - languages, culture, etc.
  • PC and Systems skills. Familiarity with SAP & demand management systems
  • Manufacturing/supply chain experience - familiarity with processes, systems & products
Additional Preferences
  • Site manufacturing experience
  • International experience
  • Ability to converse in a second language
  • APICS certification
Other Information
  • Infrequent international travel may be necessary (

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