Supply Chain Customer Services Associate

Description

Job Summary: The Customer Services Associate ensures the highest level of service in supplying Lilly Affiliates by executing orders and coordinating the supply chain. Key Responsibilities: 1. End-to-end order management and SKU tracking 2. Shipment planning and logistics coordination 3. Proactive communication with Affiliates and incident management 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. Reporting to the Senior Manager of Supply Chain Customer Services, the Customer Services Associate is responsible for ensuring the highest level of service in supplying Lilly Affiliates, guaranteeing efficient execution of orders for packaged products from our Alcobendas plant. The role requires in-depth knowledge of each Affiliate’s specific needs and of each product, serving as a key contact point between the manufacturing site and the customer. **Key Responsibilities** --------------------------------- ### **Order and Demand Management** You will receive and manage customer orders end-to-end, track SKUs using the DDMRP methodology, and monitor inventory levels. You will also manage Open Order Reports for MTO markets and their special requirements. ### **Planning and Logistics** You will be responsible for shipment planning, creation and updating of deliveries, and transport reservations in TMS. You will also coordinate special shipments, including licensed shipments, tenders, clinical trials, and registration samples. ### **Communication with Affiliates** You will maintain proactive communication with Affiliates, updating notifications and managing incidents using established tools and prioritization processes. ### **Projects and Launches** You will actively participate in continuous improvement projects, support Product Leaders in launching new products and SKUs, and contribute to discontinuation processes for items without demand. ### **Compliance and Quality** You will track approved and pending orders, as well as CARES, ensuring compliance with established metrics (RED and DARK RED levels). You will support the development and review of protocols, SOPs, Supply Agreements, and Quality Agreements, as well as maintenance of OSSCE measures. ### **Digital Transformation** You will participate in stabilizing and identifying improvements for TMS, as well as in various phases of the eWM Project, including implementation and subsequent stabilization. **Required Profile** -------------------- * University degree in health sciences, economics, business administration, etc. * Minimum 1 year of experience in the pharmaceutical industry * Minimum 1 year of experience in Supply Chain * Demonstrated knowledge of Good Manufacturing Practices (GMP) and their application in the pharmaceutical environment * High level of English (C1\), both oral and written; additional languages are valued * Excellent communication skills and customer orientation * Ability to prioritize, solve problems, and manage projects with attention to detail * Motivation to assume a highly demanding role with external visibility **Additional Assets** ------------------------------ * **Experience in financial environments:** Knowledge of billing processes, logistics cost control, budget management, or prior experience in finance or controlling departments—enabling deeper understanding of the economic impact of Supply Chain decisions. * **Experience in procurement or sourcing:** Experience working in procurement, supplier management, or negotiation of logistics service contracts will be especially valued. * **Customs expertise:** Familiarity with import/export procedures, tariff classification, EU customs regulations, documentation management (Customs Declaration, Certificates of Origin, etc.), and experience coordinating with customs agents. 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 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. \#WeAreLilly