Senior Director - US Customer Service, Warehousing and Distribution - Elanco

At Elanco (NYSE: ELAN) – it all starts with animals!

As a global leader in animal health, we are dedicated to innovation and delivering products and services to prevent and treat disease in farm animals and pets. We’re driven by our vision of ‘Food and Companionship Enriching Life’ and our approach to sustainability – the Elanco Healthy Purpose™ – to advance the health of animals, people, the planet and our enterprise.

At Elanco, we pride ourselves on fostering a diverse and inclusive work environment. We believe that diversity is the driving force behind innovation, creativity, and overall business success. Here, you’ll be part of a company that values and champions new ways of thinking, work with dynamic individuals, and acquire new skills and experiences that will propel your career to new heights.

Making animals’ lives better makes life better – join our team today!

Your Role:

Develops Customer Service strategic plan and coordinates implementation of order-entry and logistics leadership to ensure on-time delivery and high service levels across Pet Health and Farm Animal, within the US Affiliate.  Ensures that customer service-levels and interactions are at superior levels across Direct-to-Vet Customer Service, Retail O2C, Channel Customer Service & Warehouse/Logistics/Planning services.

Leads both internal & third-party financial budgeting while coordinating the back-end functioning of all commercial activities, including SAP order to cash processes, data administration and financial compliance.  Ensures successful implementation of trade promotions and tactics through all distribution channels (direct, buy/sell, agency). 

Ensure consistent, professional customer engagement while adhering to global and local directives and diligent focus on critical internal KPI's as well as customer scorecard metrics.

Your Responsibilities

• Sets direction for all Customer Service and warehouse management and oversight. 
• Ensures customer service activities such as, order-taking and entry; product returns; invoicing; executing price increases; inventory receipt and management; allocation management, logistics and shipping, handling customer inquiries.
• Leadership of 3rd party logistic partners and approximately $20M freight budget impacting overall Affiliate COGs
• Accountable for desired business results as managed through our outsourced partners and other satellite Elanco business locations.
• Responsible for compliance with Distribution Quality Agreements, contracts, cost management, periodic audits and gap closure, and monthly inventory reconciliation across the network.
• Leads relationship management for the Elanco warehouse network.
• Provides insights for the S&OP process for the US Affiliate, including all Pet Health and Farm Animal businesses.
• Responsible for continuity of product supply. Works closely with manufacturing supplying sites and the Elanco Supply Chain Leader on distribution Strategy/Planning.
• Responsible for inventory rotation and management to avoid potential expiry issues, product destruction and financial loss.
• Designs departmental procedures, policies, and controls by applying broad business and call center experience and technical knowledge.  Monitors quality and productivity to make recommendations for efficiency gains and process improvements.
• Leads direct line managers to ensure development of staff by training, hiring, evaluating performance, defining, and assigning responsibilities and providing opportunities for educational and career development.
• Leads career development of Customer Service managers and subsequent staff by determining individual strengths/weaknesses, providing individual coaching, rendering corrective training, conducting skill sharpening sessions, developing team initiatives, formulating departmental training programs, and recommending strategies designed to reward performance to support customer relations objectives.
• Manages departmental call, email and other statistics for trends and ensuring overall systems maintenance to identify areas of opportunity.
• Manages FDA license compliance by utilizing technical understanding and knowledge of regulations to meet reporting requirements and maintain continuous compliance.
• Oversees customer interface by developing and updating the telephone and electronic system messages and prompts to ensure company is consistently and professionally represented.
• Maintains company complaint analysis by tracking, analyzing, and publishing conclusions.
• Work with internal IT support framework and across US Affiliate to drive efficiency gains and shared services in regard to SAP and related systems, EDI interfaces, integration and incident testing and authorizations.
• Develop and implement a means to further identify commercial opportunities via SAP; related project management processes including milestone, stakeholder management and toll-gate principles; testing processes and resource needs / planning.
• Manage the implementation of all sales offers and promotions by coordinating commercial and back-office functions for the programming, testing, communication and implementation of offer terms and conditions with ERP.
• Ownership of metrics demonstrating delivery, control and we are running a better business.
• Performs other related duties and assignments as required.

What you need to succeed (minimum qualifications):

• Education: B.S./B.A. in Business/Finance or appropriate technical area.
• Required Experience: 5+ years’ experience in Customer Service, Logistics, Warehouse or Operations related areas. Excellent working knowledge of SAP or similar ERP system O2C processes/capabilities, customer data and reporting. 3+ years past team leadership of managers and direct reports. Proficiency in workplace applications, Excel, Word, PPT, etc.

What will give you the competitive edge (preferred qualifications):

• Experience working in an environment governed by GMPs (Good Manufacturing Practices) and other regulations such as Sarbanes Oxley.
• Strong analytical and strategy skills.
• Experience managing warehouse & logistics performance and execution.
• Experience working effectively in cross functional teams.
• Excellent leadership level communication and interpersonal skills.
• Experience in the Animal Health or Pharmaceutical industry.
• Experience with 3rd party logistic providers and contract negotiations.

Additional Information:

• Location: Global Elanco Headquarters - Greenfield, IN - Hybrid Work Environment.
• Travel 25-30%

Don’t meet every single requirement? Studies have shown underrepresented groups are less likely to apply to jobs unless they meet every single qualification. At Elanco we are dedicated to building a diverse and inclusive work environment. If you think you might be a good fit for a role but don't necessarily meet every requirement, we encourage you to apply. You may be the right candidate for this role or other roles!

Elanco Benefits and Perks:

• We offer a comprehensive benefits package focusing on financial, physical, and mental well-being while encouraging our employees to pursue our purpose! Some highlights include:
• Multiple relocation packages
• Two weeklong shutdowns (mid-summer and year-end) in the US (in addition to PTO)
• 8-week parental leave
• 9 Employee Resource Groups
• Annual bonus offering
• Flexible work arrangements
• Up to 6% 401K matching

Elanco is an EEO/Affirmative Action Employer and 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