Customer Service Master Data Specialist

About Glanbia

At Glanbia Nutritionals Inc., our portfolio centers around 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.

Compensation and Benefits

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 Illinois. This range may not be applicable to other locations. The hourly rate for Illinois based employees for this role is $27.88/hour.

Benefits Include: Medical, Dental, Vision, Prescription Drug Coverage, FSA, HSA, Life & Disability Insurance, 19 Days Paid Time Off and 6% 401K match!

Job Summary

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

Essential Functions

Responsibilities:

• 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

Delivering on Glanbia’s Values:

• “Showing Respect” - Research issues & incidents with internal teams, business partners and customers in a collaborative manner that includes professional, honest and transparent communication.
• “Find a Better Way” - Work with internal and external teams to implement process improvements and/or procedural changes that eliminate non-value added activities and drive more business value.
• “Winning Together” - Assist with training of new team members.  Facilitate or oversee training and standard operating procedure reviews to ensure new hires develop proficiency of role.
• “The Customer’s Champion” – Proactively engages to support our customer needs on an end to end basis and strive to meet or exceed SLA timelines.  Enter requests for technical documents into CRM and retrieve from shared folders or share point repositories.  Take ownership of customer requests and engage with internal teams as needed and within a timely manner.
• “Performance Matters” – Meet or exceed all key metrics in line with expectations for role.  Continually update knowledge of products, product changes, processes and services offered to deliver a dynamic customer experience.

Qualifications

Education, Training:       

Associate’s degree and/or a minimum of 4 years’ experience in business administration and/or customer service

Experience Required:     

Previous experience in a business-to-business environment is preferred

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 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.

Language, Computer & Numeracy:     

• 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

Physical Activity

Typical Physical Activity

• General office activities in a corporate setting

Typical Environmental Conditions

• May be exposed to moderate noise levels (i.e. office equipment, light traffic)

Travel Requirements

• Infrequent domestic travel required (up to 5%)

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.