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Customer Service Manager - North America

Date: Apr 29, 2021

Location: Chicago, IL, US, 60606

Company: Glanbia

 

Customer Service Manager – North America

(Customer Service | Order to cash)

 

 

Reports To:         Director Customer Service - Americas

Department:        Global Customer Service

Location:             Chicago, IL

Pay Status:          Salaried, Exempt

 

At Glanbia Nutritionals Inc., 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. We are the number one provider of whey-based nutritional ingredients globally and the number one producer of American-style cheddar cheese. Our protein systems have transformed the bar and beverage categories — bringing increased levels of protein, cleaner labels and greater product functionality to market. We have a direct presence in 21 countries, with manufacturing facilities in the US, Germany and China, and international sales and technical offices around the world.

 

JOB SUMMARY

 

This is a leader role that will provide strategic development and tactical implementation for Glanbia Nutritionals Global Customer Service. The Customer Service Manager will report to and work alongside the Customer Service Director and assist with management of the CS teams in North America, as well as systems and activities across the globe.  As a key leader of a 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.

 

You will have the opportunity to make significant impact on how Global CS|OTC end-to-end processes operate with an eye on standardization, harmonization, productivity and effectiveness while improving the customer experience. You are open-minded and can apply your existing subject matter expertise and experience to developing the vision for our future.  You are collaborative and can initiate strategic development, building tactical process and system design.

 

You are structured and methodology driven but have the flexibility to leverage a startup mentality and adopt different techniques and tools based on the specific business problem identified – an agile mindset.  You align to strategic direction and enjoy a hand’s-on approach. You have the ability to navigate ambiguity and complexity. 

 

Align and embrace Glanbia’s values “The Customer’s Champion”, “Performance Matters”, “Find a Better Way”, “Winning Together” and “Showing Respect”.

 

ESSENTIAL FUNCTIONS

 

Responsibilities:

Leader:

  • Supports Customer Service resources, processes, activities and technology for Glanbia Nutritionals worldwide across time zones & geography.
  • Serve as the single point of accountability for business, customer and employee escalations.
  • Exhibit the behaviors in line with Glanbia’s Values, which 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” GN policies, processes, data, systems and capabilities.
  • 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.
  • 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|OTC balanced scorecard process with process owners, operational governance and the executive team.
  • 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.

 

Delivering on Glanbia’s Values:

  • “Showing Respect” - Interfaces cross functionally with an open mind and behavior to assess current policies, process and systems and consult to find improvement solutions with the ability to influence the adoption of change.
  • “Find a Better Way” - Drive programs and initiatives that identify, assess and quantify value oriented process improvements that are sustainable. Bring passion and dedication to your job and influence others with your vision.
  • “Winning Together” - Work cross functionally across Supply Chain, Commercial Sales, Quality, Product Mgt, Finance and other functional areas to drive Order to Cash process and performance improvement.
  • “The Customer’s Champion” –Serve as the customer advocate in process improvement and system design where outcomes position GN as better than competition.
  • “Performance Matters” –Develop and implement cross functional in-scope process measurements that determines the health, drivers and tactical actions that will improve performance outcomes that align to customer and beating the competition.

 

QUALIFICATIONS

 

Experience leading and developing high performing teams and optimizing customer service | order to cash processes and technology is preferred. Flexibility and adaptability are key attributes needed for success, you should also have strong analytical, project management and leadership skills to handle a variety of activities and complexities spanning the organization. You are willing to work at both a very detailed and strategic level.

 

Education, Training:      

  • Bachelor’s degree and a minimum of 5 years’ experience in Customer Service or an equivalent combination of education and work experience.
  • Lean/Six Sigma certification preferred.
  • SAP Certified Application Associate is a plus.

 

Experience Required:   

  • Minimum 5 years of Order to Cash processes in SAP SD/MM (Sales Order Processing, Supply Chain Execution, Billing) experience.
  • Deep experience in executional aspects of B2B channel models - full order to cash lifecycle management: order capture, induction, fulfillment and post-sales support.
  • Good understanding of Master Data in a B2B supply chain model - customer, material, pricing, assortment.
  • Proficient knowledge in process mapping and other process analysis techniques.
  • Experience implementing process/continuous improvement initiatives using best of breed practices.
  • Proven ability to operate autonomously across multiple teams in a matrix organization including acting as a liaison between functional teams and IT to ensure adherence to the business requirements.
  • Experience working on projects with teams based outside the US including international engagements.
  • Can manage change and implement new ideas effectively within a large and disparate organization. Influence decisions and change management through collaboration, leadership and a customer- focused approach.

 

Knowledge, Skills & Competencies:       

  • Plans and Aligns: 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 which demonstrates value oriented delivery
  • Collaborates: Ability to professionally and effectively interact with all levels of employee/personnel practitioners to executives 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.  Professional process documentation, business case proposals, presentations, reports, facilitation of small and large groups
  • 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. Disciplined to meet project objectives, change management adoption, KPI improvement.
  • Situational Adaptability: Ability to solve practical problems and deal with a variety of factors in situations where limited standardization exists. Emotional intelligence, influence, active listening, vision and directional guidance that drives positive outcomes.

 

 

TRAVEL REQUIREMENTS

 

Global travel required (up to 10%)

 

DISCLAIMER

 

Must perform the essential duties and responsibilities with or without reasonable accommodation efficiently and accurately without causing significant safety threat to self or others.  The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification.  They are not intended to be construed as an exhaustive list of all responsibilities, duties and/or skills required of all personnel so classified.

 

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.


Nearest Major Market: Chicago