Job Title: Customer Service Representative – B2B & D2C

Employment Type: Full-Time
Business: Glanbia Performance Nutrition

Glanbia Performance Nutrition is seeking a Customer Service Representative to support both B2B and Direct-to-Consumer (D2C) channels. This role is responsible for delivering a high-quality customer experience through accurate order management, effective issue resolution, and strong cross-functional collaboration. The successful candidate will act as a key point of contact for customers, internal stakeholders, and logistics partners, ensuring orders are processed efficiently and service levels are consistently met.

Key Responsibilities

• Manage customer orders across B2B and D2C channels, ensuring accurate and timely processing in relevant systems.
• Act as a primary point of contact for customer and consumer queries relating to orders, deliveries, stock availability, pricing, returns, and complaints.
• Monitor open orders and proactively communicate updates, delays, or issues to customers and internal stakeholders.
• Work closely with Supply Chain, Planning, Commercial, Finance, and warehouse/logistics partners to support order fulfilment and on-time delivery.
• Support D2C operations by resolving consumer service issues, coordinating returns or refunds, and ensuring a positive online customer experience.
• Maintain accurate customer, pricing, and order data within business systems such as SAP and other order management platforms.
• Investigate and resolve service issues, disputes, credits, debits, and delivery discrepancies in a timely and professional manner.
• Monitor key service metrics and contribute to reporting on order accuracy, service levels, customer complaints, and fulfilment performance.
• Assist with month-end, quarter-end, and year-end processes, ensuring orders and documentation are completed accurately.
• Identify opportunities for continuous improvement and support initiatives that enhance customer experience, process efficiency, and service performance.

Skills and Experience

• Previous experience in a customer service, order management, supply chain, or e-commerce support role.
• Experience supporting both B2B customers and D2C/online consumers is highly desirable.
• Strong understanding of order-to-delivery processes, customer service metrics, and issue resolution.
• Proficiency in SAP, CRM systems, Microsoft Excel, and other customer service or order management tools.
• Excellent communication and interpersonal skills with the ability to build effective working relationships across teams.
• Strong organisational skills with the ability to manage multiple priorities in a fast-paced environment.
• High attention to detail and commitment to data accuracy.
• Problem-solving mindset with a proactive and customer-focused approach.
• Third-level qualification in Business, Supply Chain, Customer Service, or a related discipline is an advantage.

What Success Looks Like

Success in this role means delivering a seamless customer experience across both B2B and D2C channels, maintaining high levels of order accuracy, resolving issues efficiently, and building strong partnerships with internal teams and external customers. The role plays a key part in supporting service excellence, operational efficiency, and Glanbia Performance Nutrition’s commitment to delivering better nutrition for every step of life’s journey.