US Customer Experience Strategy & Implementation Advisor

Elanco•Indianapolis, IN

7d•Hybrid

About The Position

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. At Elanco, we are driven by our vision of Food and Companionship Enriching Life and our purpose – all to Go Beyond for Animals, Customers, Society and Our People. 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! The US Customer Experience (CX) Strategy and Implementation Advisor owns the overall customer experience strategy to support the U.S Affiliate. This role also manages the planning and integration of Customer Experience projects/initiatives in alignment with Customer Service teams and key stakeholders. The role works closely with the U.S. Farm and Pet Health business units to translate business requirements into logistics models (warehousing, transportation) that deliver critical customer needs.

Requirements

Bachelor’s degree, Business/Supply Chain.
Five years of experience in Distribution/Operations, Supply Chain or Customer Service.
Five years of SAP experience with inventory management, product flow, replenishment, forecasting/APO, purchase orders, stock transfer orders
Experience working in an environment governed by GMPs (Good Manufacturing Practices) and other regulations such as Sarbanes Oxley
Power user with SAP/WM/O2C systems

Responsibilities

Responsible for overall Customer Experience strategy for US Affiliate Customer Service, Warehousing, and Transportation.
Convert US CX Lead Team strategies into implementation through highly cross functional partnerships internal and external
Develop key performance metrics (internal and external), lead indicators, and timelines.
Implementation of projects/initiatives that enable CX strategy.
Lead root-cause analysis and business process reviews to identify efficiency gains and/or opportunities for innovation.
Attends Lead Team meetings to provide input on CX initiatives and remove undefined
Owns relationship with Elanco Logistic Service Providers (Warehouses, Less Than Truckload carriers, Truckload carriers, Small Package providers, Cold Chain Packaging vendors) including day-to-day oversight and improvement opportunities.
Works closely with Truckload, Less Than Truckload, Freight Forwarders, UPS to identify least cost mode of transport of finished product to first paying customer.
Responsible for compliance with Distribution Quality Agreements, contracts, cost undefined
Monitors and identifies any trends in issues/errors to customers and making necessary changes to improve the overall customer experience.
Support Procurement with negotiation of any new Logistic Service Providers impacting North America.
Monitors performance of Logistic Service Providers and leads Quarterly Business Reviews assessing overall performance.
Affiliate resource and liaison for regulatory, quality and manufacturing for any source, packaging or label changes.
Oversight and tracking of U.S. Affiliate COPS budget working closely with U.S. Affiliate Finance for invoice approval, purchase order setup and freight payment issues
Responsible for developing logistics models to support the growing needs of the direct undefined
Responsible for investigation of new warehouse opportunities, opening, closing of warehouses
Responsible for metrics and reporting for Order to Cash, obsolescence, On Time In Full, credits, returns and inventory value
Tracks picking errors, cycle count adjustments and identifies root causes and corrective actions