Customer Service Master Data Specialist

Master Data Specialist

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.  Performs activities required to create, change, validate and maintain customer, product & vendor master data.  Completes all inquiries from the internal and external customers in a manner that meets or exceeds expectations and drives a dynamic customer experience.  Must work independently, relying on verbal, written and/or system generated (CRM) workflow.  Proactively identifies opportunities and suggests improvements that will benefit Glanbia and our customers.  This permanent position will report to the Customer Service Manager.

• Performs activities related to master data management including:
• Review, validate and execute global master data requests in a multi-system environment
• Supports Glanbia Nutritionals sales organizations globally
• Performs changes to master data following established processes including but not limited to create, change, extend, block/unblock, activate/deactivate or otherwise modify master data
• Responsible for the maintenance of data in SAP to include product listings/exclusions, outputs, batch search strategy, partner records and other master data elements
• Perform basic reporting & analysis of large data sets to identify and correct gaps & inconsistencies
• Generate SAP, CRM or Business Objects reports as required
• Provide accurate responses within SLA’s to all inquiries, requests, complaints and investigations
• Identify and report non-compliance, corrupt/missing data or risks that impact operational integrity
• Create and distribute mass customer communications including product changes
• Maintains current customer contact list and looks to automate & personalize mass mailing function
• Provide service for non-order entry requests including, but not limited to, product documentation, specifications, certificates, questionnaires, and all other master data requirements
• Provides marketing materials & sample products as needed. Enter sample requests into CRM
• Work with new (or reactivated) customers to complete onboarding requirements while following proper procedures to load the data right the first time into SAP
• Facilitates and completes the credit application process
• Works with Shared Services and Sales team to facilitate credit limit requirements
• Obtains tax certificates and manage any issues with the tax setup end to end
• Collaborate with Quality, R&D & Procurement teams to create, maintain customer specific COA (Certificate of Analysis) and Product Specifications
• Collaborate with and enable the Sales teams to drive value and increase business opportunities
• Understand sales objectives and goals to assist with deliverables and driving revenue
• Obtain defined pricing and update SAP records to include contracts
• Handle “first-time” customer calls by capturing relevant information to be forwarded to sales
• Works side by side with sales teams to support all levels of Order-to-Cash requirements
• Meet key metrics for master data accuracy including but not limited to:
• CRM goals >90% SLA adherence
• EOM audit error reporting compliance (strive for zero)
• Validate order pricing using variance report and ensure accurate invoice generation
• Respond to document requests in a timely manner and if delayed, update the customer and/or sales team on a weekly basis
• Quickly adapt 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 in business administration and/or customer service
• 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
• 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.
• Must be able to prioritize, organize and work independently with minimal supervision and remain productive at all times.
• 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.
• 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.
• 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.
• 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.

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 through our Smart working model 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 hourly rate for IL based employees for this role is $26.00- $28.50 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 

The Glanbia Group comprises three divisions: Glanbia Performance Nutrition, Glanbia Nutritional's, and Joint Ventures. Collectively and with our partners we offer an incredible breadth of expertise in nutrition. We employ a team of 6,000 people, work with global food and beverage companies, and sell our award-winning and market-leading products in 130 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.