Customer Service Manager

Customer Service Manager

Glanbia Performance Nutrition
 

Join this dynamic team focused on delivering better nutrition for every step of life’s journey! 

Glanbia Performance Nutrition are the world’s leading premium sports nutrition company with brands such as Nutramino, Optimum Nutrition, BSN, Isopure, Body & Fit, thinkThin and Levlup, each with its own unique brand essence. With over 2,300 employees and a direct presence in 32 countries worldwide, we are a truly global organisation.

We are are a values’ led organisation focused on driving sustainable business performance the right way. From our business model to our culture, we live our values in everything we do. As we continue to build and grow the leading, most innovative kind of performance Nutrition Company, one of our key values is passion for our Customers and Consumers.

With the brightest minds in Commercial, Marketing, Product Supply, Finance, HR and Customer Service who have made us the business we are today, GPN continues to seek out those who are focused on building their career.

Are you ambitious with a “winning together” mindset? A natural collaborator who enjoys taking risks and working in a challenging hyper-growth environment? If the answer is yes, we would love to talk to you about joining GPN.

The Opportunity 

We are looking for a Customer Service Team Manager who is passionate about the sports nutrition industry and also able to operate effectively within this scale and pace of change/business growth.  Specifically, you will be a key contact for all Customer Supply Related Queries, expedite and capture Customer Orders whilst managing revenue recognition.

• Responsible for all internal and external customer orders (Including Export) processed accurately on SAP
• Main point of contract for internal and external customers
• Help develop and implement a continuous improvement strategy, ensuring customer relationships and experiences are enhanced and reinforce best practices in regards to customer interaction and service
• Manage OTIF for high priority customers
• Be cost effective and recover costs where possible
• Working closely with the Planning Team to ensure highest levels of order fulfilment
• Work closely with our 3rd party providers and logistics team to ensure all deliveries are completed on time
• Manage relationships with Commercial, Supply Chain and financial teams
• Provide leadership, ongoing development, and support the wellbeing of the Customer Service Team
• Management of Revenue for Orders per month, half year and year end
• Active Participant in ensuring successful Month End, Quarter End and Year End Delivery
• Ensure Customer Data is accurate on SAP
• Generate and report key metrics & manage relevant department reports
• Responsible for accuracy of Open Orders & Revenue Report
• Monitor and resolve EDI queries, IDOCs and disputes
• Super user for SAP, Business Objects and Excel
• Experience of working with Amazon and Amazon chargebacks
• Support Head of Customer Operations in all areas of Customer Service

The Skills you will bring to the team

• Third level qualification in Business Studies, Customer Services or Supply Chain
• Excellent commercial awareness with experience of working within a FMCG or related environment
• Ability to manage operational levels of Customer Service, whilst managing numbers and reporting revenue
• Proven track record of working in a Customer Service role
• Detailed Understanding of key Customer Service Metrics, Processes and Systems
• Experience in Change Management and leading others to embrace change
• Excellent working knowledge SAP
• Knowledge of Export compliance and Export Documentation
• Experience of working within manufacturing or a fast-paced environment ideal
• Excellent Sales Order Processing and Microsoft Office
• Ability to work to tight stressful deadlines.
• Ability to handle multiple priorities.
• Getting up to speed with the business, its products, and the speed of growth
• Partnering with the other departments to achieve results.
• Effective change management
• To affect the development, improvement and automation required within the department.
• Proven interpersonal skills
• High energy, high creativity but ability to work through the basics too
• Results orientated and creative problem solver
• Ability to work under own initiative
• Strong motivational skills
• Excellent communicator and influencing skills
• Ability to work to stretching targets in a dynamic industry
• Attention to detail and a customer care focus
• Experience in FMCG environment
• Experience of working with Amazon and Amazon Chargebacks
• Embrace our value ‘Sense of Fun’

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 Dublin, 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. 
  
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 plan, pension.
 
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, colour, 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.