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Head of Customer Services

Date: Apr 12, 2019

Location: Ballyragget, KK, IE

Company: Glanbia

 

Head of Customer Services

 

Glanbia Ireland is a world class, ambitious, integrated agri-food and nutrition business, with a diverse portfolio of quality ingredients, leading consumer and agri brands with the proven talent to succeed in the global market.

 

Glanbia Ireland owns leading consumer and agri brands such as Avonmore, Kilmeaden Cheese, Premier Milk, Wexford, mymilkman.ie and GAIN Animal Nutrition. It processes a 2.6 billion litre milk pool from 21 counties and exports high quality dairy and agri ingredients as well as branded products to over 60 countries.

 

With annual revenue of €1.8 billion, Glanbia Ireland has 11 processing plants, 53 agri branches and over 1,800 employees. 

 

Overview:

 

The Head of Customer Services will report initially to the Chief Growth Officer and will play a pivotal role as the leader of Glanbia Irelands’ consolidated customer service group; serving customers across the Consumer, Ingredients and Agribusiness categories. As the customers’ first point of contact, this role and the teams they manage will act as a liaison between the customer, categories and functions; providing product information, resolving any immediate customer issues, selling and conducting order fulfilment activities. Lastly, they will be responsible in ensuring that the customer service provided by their teams is in line with the Customer Excellence journey designed by the category marketing teams.

 

Responsibilities:

 

  • Ensure that customers receive a prompt, responsive, accurate and satisfactory outcome stemming from their interaction with Glanbia Ireland
  • Develop, review and implement an effective customer service strategy that covers the critical pillars of this area of the business: order processing, field sales support, upselling / cross-selling, and contract management
  • Develop all materials, systems and processes relating to complaints handling, including information on training and learning materials
  • Continually evolve a customer care handbook for the handling of common complaints and fielding of frequently asked questions
  • Create a process flow for each team within the customer service group, ensuring that the various functions of the business are brought into the process only when they are needed and at the right stage
  • Develop targets and objectives within their teams and upskill the teams to deliver best in class customer services
  • Monitor performance and output against the contracts of all 3rd parties used in the management and resolution of customer services
  • Continually analyse all customer complaints and trends and provide regular reports to the relevant internal categories and functions, ensuring company awareness of current or potential quality problems, with the long term target of enhanced product quality and customer satisfaction
  • Partner with the categories to ensure that the customer experience when engaging with Glanbia Ireland is in-line with the broader customer experience strategy

 

 

 

Key Requirements:

 

  • Experience in leading Customer Services teams and managing interface with cross-functional teams
  • Ideally 5-10 years FMCG customer services management experience
  • Strong stakeholder management experience necessary for cross-functional solution building.

 

Competencies

  • Interpersonal Savvy
  • Negotiating
  • Organisational Agility
  • Drive for results
  • Strategic agility
  • Building effective teams

 

Glanbia Ireland is a joint venture 60% owned by Glanbia Co-op and 40% owned by Glanbia plc. Established in July 2017, it combines Glanbia Ingredients Ireland, Glanbia Consumer Products and Glanbia Agribusiness.

 

If you are interested in this position, please apply through the Career portal on the Glanbia Homepage with an up to date resume.

Glanbia Ireland is a Values Based Organisation - www.glanbia.com/careers