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Order Management Specialist

Date: Mar 24, 2019

Location: Chicago, IL, US, 60606

Company: Glanbia

Master Data Specialist

 

 

Reports To:                        Customer Service Manager/Supervisor

Department:                       Customer Service Americas

Location:                            Chicago, IL

Pay Status:                         Salaried, Exempt

 

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.

 

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.  This position performs and supervises activities required to create, change, validate and maintain customer, product & vendor master data.  Engages with external and internal customers 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  and serves as a backup for the Customer Service Supervisor.  Plays an integral role in creating and updating SOP documentation 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”.

 

 

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
    • Requires engagement in all customer service projects, escalations, investigations and systems testing
    • Accountable to provide escalation support and must be able to resolve significant customer service matters
    • Performs training to new employees, coaches and mentors team members as well as system testing for new functionality / change requests.
    • Performs portal management/administration for Glanbia & 3rd party web portals
    • Creates, edits, maintains customer/product specification documents using Adobe “InDesign” application or other illustration software as needed
    • Provides specialty services and other customized solutions as needed
  • 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 directly in industry or equivalent escalation support role.

 

Experience Required:   

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

 

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

 

 

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.

 

 

 


Nearest Major Market: Chicago