Customer Service Analyst

Customer Service Analyst

Glanbia 

Join this dynamic team focused on delivering better nutrition for every step of life’s journey 

The Opportunity 

Supports and works effectively with Sales, Customer Service, Marketing, Finance, Quality Assurance, and other departments to provide world class service to our customers in the food & nutrition industries. This position closely supports Sales VP’s, Directors and key accounts as well as performs the normal Customer Service activities. Engages to perform relationship management, escalation support and conflict resolution. Performs operational supervision of processes and employees, exercises discretion and independent judgement while resolving complex customer service matters. Plays an integral role in unburdening sales executives and manages inquiries and escalations in a manner that meets or exceeds expectations and drives a dynamic customer experience. Proactively identifies process opportunities and executes and implements improvement solutions that will benefit Glanbia and our customers. Demonstrates Glanbia’s values “The Customer’s Champion”, “Performance Matters”, “Find a Better Way”, “Winning Together” and “Showing Respect”. This permanent position will report to the Customer Service Director.

• Supports global Customer Service activities for Glanbia Nutritionals sales organizations worldwide
• Performs pricing activity unique to sales support and ensures compliance to standard ISO or company specific data requirements across all Glanbia regions
• Serve as the single point of contact for customers and stakeholders in multiple time zones, primarily the Americas and backup to AsPac & EMEA regions
• Must be able to travel on location to Glanbia offices worldwide and observe flexible work hours per business needs including off hours and weekends
• Performs incident management of business impacts and root cause investigation to identify solutions and implements process changes where needed
• Responsible for the management of customer master data in SAP and other Glanbia systems and generates SAP, CRM or Business Objects reports as required
• Must be able to resolve significant business challenges using independent judgment while balancing the customer’s request and Glanbia’s values
• Responsible to perform power user activities including business scoping, UAT of new code releases, emergency patches or other systems testing
• Accountable to provide timely escalation support (across time zones) where business critical risks exist such as financial, reputational, sustainability or compliance is required
• Performs training to new employees and coaches & mentors existing team members
• Provides specialty services and other customized solutions as needed
• Collaborate with and enable the Sales teams to drive value and increase business opportunities
• Serve as the single point of contact for senior sales stakeholders in the Americas, AsPac and EMEA regions
• Is a part of the global governance team which reviews customer and sales data monthly
• Participates in all business relevant meetings and investigations as a top priority
• Utilizes customized PDM software to complete blend requests, quotes & pricing duties
• Utilizes CRM/SalesForce software for blend management and raw material samples (reorders) including Watson
• Requires engagement in all sales campaigns, escalations and investigations
• Performs controls reporting for Shelf Life, RFQ and Order History
• Provides real time customized solutions for the executive sales team with dedicated portfolio of high level Sales VP’s, Directors and Key Customer accounts
• Understand sales objectives and goals to assist with deliverables and driving revenue
• Works side by side with sales teams to support all levels of Order-to-Cash requirements
• Meet key metrics for master data & order accuracy including but not limited to:
• Works with team members and supervisor to identify, implement and enforce key team metrics that drive performance and improve the customer experience
• Provides input to supervisor and helps to manage the team’s performance metrics and compliance to processes
• Performs EOM audit reports and creates monthly compliance deck for operational visibility of performance globally
• Quickly adapts to business needs and requirements as they change

The Skills you will bring to the team 

• Associate’s degree and/or a minimum of 4 years’ experience directly in industry or equivalent escalation support role.
• Previous experience in a business-to-business environment is preferred
• Excellent organizational and time management skills. Ensure immediate and appropriate actions are taken to support our customers and business partners.
• Action Oriented: Must be able to prioritize, organize and work independently with minimal supervision and remain productive at all times.
• Collaborates: Ability to professionally and effectively interact with all levels of employee/personnel and customers (internal & external). Must be able to work in a team environment and possess problem solving skills.
• Communicates Effectively: Excellent interpersonal and professional communication skills both written and verbal. Ability to write routine reports and correspondence and to interpret a variety of instructions furnished in written, verbal, diagram, or schedule form.
• Drives Results: Must be results focused and oriented toward accomplishment of team and organizational goals. Develop a strong understanding of our customers, processes, products and system tools.
• Situational Adaptability: Ability to solve practical problems and deal with a variety of factors in situations where limited standardization exists.
• Must be able to work flexible hours to include overtime when needed.
• Familiarity with ERP/MRP system, SAP preferred
• Familiarity with CRM system such as SalesForce, SAP CRM, Clarify, Siebel, etc. preferred
• Ability to compute rate, ratio, and percent and to create and interpret bar graphs

If you think you have what it takes, but don't necessarily meet every single point on the job description, please apply! 

Where and how you will work  

The opportunity will be based in Chicago, IL with hybrid working arrangements available which allows you a greater choice in how you work and live, giving you a better work-life balance.  

Compensation

Compensation for roles at Glanbia varies depending on a wide range of factors including but not limited to the specific office location, role, skill set and level of experience.  Glanbia provides a reasonable range of compensation for roles that may be hired in IL. This range may not be applicable to other locations. Factors that could be used to determine your actual salary may include your specific skills, years of experience and comparison to current employees already in this role. The typical candidate is hired below midpoint of the range.  The annual salary for IL based employees for this role is $72K - $75K with an annual bonus.

What we would like to offer you! 

The opportunity to develop your career on a global stage, continuous learning through an on-demand learning platform, and a competitive compensation package including staff discounts, generous family leave policy, health & dental plan, competitive salary, 401K. 

About Glanbia 

Glanbia is a better nutrition company with three divisions: Performance Nutrition, Health & Nutrition and Dairy Nutrition. Collectively and with our partners we offer an incredible breadth of expertise in nutrition. We employ a team of 5800 people, work with global food and beverage companies, and sell our award-winning and market-leading brands and ingredients in more than 100 countries worldwide.  

At Glanbia, we celebrate diversity, because we know that our individual strengths make us stronger together. We welcome and encourage interest from a variety of candidates, we will give your application consideration, without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. 

At Glanbia, our culture celebrates individuality, knowing that together we are more.