Customer Service Manager

Customer Service Manager

At Glanbia, our portfolio centers on dairy and non-dairy nutritional ingredients. We co-innovate and deliver ingredient solutions and precision premixes for use in the mainstream food and beverage, infant and clinical, and functional nutrition markets. Our protein systems have transformed the bar and beverage categories — bringing increased levels of protein, cleaner labels and greater product functionality to market.

We are hiring a Customer Service Manager:

This is a leader role that will provide strategic development and tactical implementation for Glanbia North America Flavors Customer Service and assist with management of the Flavors CS teams in North America, as well as systems and activities across the globe. 

Responsibilities for the Customer Service Manager:

Leader:

• Supports Customer Service resources, processes, activities and technology for Glanbia  worldwide across time zones & geography
• Ability to lead remotely and support teams operating across dual computer and system platforms, with primary responsibilities spanning both U.S. and Canadian operations.
• Serves as the single point of accountability for business, customer and employee escalations
• Exhibits the behaviors in line with Glanbia’s Values, that resonate with direct reports and colleagues
• Thoughtful leader, strategic visionary & facilitator that can lead teams with or without direct control
• Provide dynamic leadership that mentors, develops, and guides team members
• Provide input and guidance on training materials, systems and processes to ensure that people are able to execute the process accurately and efficiently.

Process Expert:

• Evaluate Order Management and Customer Master Data workflows and processes to better support customers and improve efficiency in how the team operates partnering with the operational managers.
• Build a deep understanding of the “as is” Glanbia policies, processes, data, systems and capabilities.
• Play a pivotal role in future system integration efforts, guiding project initiatives toward successful implementation and long-term operational stability
• Assess and provide consultative guidance and coaching necessary to enhance customer service capability, productivity and effectiveness.
• Performs incident management and root cause investigation to identify solutions and implements changes where needed

Systems Expertise:

• Implement both strategic and tactical plans that enable the customer support team to provide “best in class” service to our customers.
• Demonstrable depth of knowledge of SAP ERP Sales & Distribution functionality, CRM Cloud systems, Telephony VOIP/IVR systems and other related Order to Cash systems.
• Ensure effective oversight of team operations across multiple technology platforms, supporting both U.S. and Canadian systems, with a focus on aligning system requirements and contributing to future integration and stabilization initiatives.
• Be the key interface with Glanbia’s IT team ensuring that the technology deployed to support Order to Cash owned processes enables those processes to be optimized and ensures that technology deployed is fully embedded.

Governance:

• Engage in process measurement development, compliance, key performance drivers, improvement
• Assist bedding in the CS balanced scorecard process with process owners, operational governance and the executive team.
• Develop and maintain dashboards and reports to monitor performance, trends, and customer insights.
• Continuously review the key drivers of performance and Service Levels proposing changes to KPIs or the definition of KPIs.
• Assist in root cause analysis of variance against target and make recommendations for improvements.

Skills and Education:

• Bachelor’s degree and 5 or more years’ experience in Customer Service
• Lean/Six Sigma certification and SAP Certified Application Associate preferred
• Experienced in Order to Cash processes in SAP SD/MM (Sales Order Processing, Supply Chain Execution, Billing) experience
• Good understanding of Master Data in a B2B supply chain model - customer, material, pricing, assortment.
• Experience working on projects with teams based outside the US including international engagements.

As a key leader of the Customer Service Team, this position will help manage change programs that will drive simplification, productivity and effectiveness across the America’s team.  This role will perform strategic planning, apply process & systems expertise and is accountable for operational excellence and governance.

Are you someone who likes to make it happen, make it better and make it fun? If so, our company offers you an excellent opportunity to do really interesting work and develop a career in a dynamic and innovative environment that is all about making you and our business successful. Apply now and make a difference in the world of health and wellness! 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. The annual salary for IL based employees for this role is $85,000 - $95,000 plus an annual bonus. 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.

At Glanbia, we celebrate diversity, because we know that our individual strengths make us stronger together. We welcome and encourage interest from a wide variety of candidates, and 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 will celebrate individuality, knowing that together we are more.