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Customer Service Representative

Date: Aug 12, 2019

Location: Downers Grove, IL, US, 60515

Company: Glanbia

General Summary:

Carries out all customer service activities such as responding to inquiries, processing orders and handling complaints in a prompt, courteous and effective manner. Other responsibilities include phone duties, processing credits, invoicing and other clerical duties as directed

Essential Functions:

  • Researches customer problems with orders (OS&D) & issues credits for customers where appropriate

  • Provides accurate and thorough back-up information to Finance when denying customer claims

  • Process customer orders.  This includes providing out of stock reports, tracking, processing credit cards, and providing other general information to the customer upon request related to in house PO’s

  • Understand general principles around requirements related to deal codes for customer promotions given the direct impact this process has on DD&A

  • Checks all customer PO totals vs order total on SAP to ensure customer pricing matches GPN pricing assigned to the account.  Flag any inaccuracies to the Commercial Team as required to resolve pricing errors in order to expedite the shipment and not hold up orders because of pricing

  • File claims with freight companies using GPN’s standard cost and navigate through a carrier’s website

  • File freight claims for customer damages where required using GPN’s standard cost and track claims with the Director of Logistics to ensure repayment is captured

  • Answer phone calls from sales reps & customers in a professional manner

  • Checks inventory for stock availability

  • Monitor orders as required and notify customers and/or our Sales department of any activity concerning their order

  • Maintain a current and accurate procedures manual that details the processing requirements for all Customer Service job functions by key customer account

  • Maintain professional and courteous relationships with Customers and our Sales force by responding to all inquiries and complaints in a timely manner

  • Report customer feedback to management, quality control, and teammates, including any sign of customer dissatisfaction or quality-related complaints

  • Act as a liaison between the warehouse and the customer in administration of accounts and between sales and warehouse regarding order processing, and changes to orders 


Knowledge, Skills and Abilities: 

  • Knowledge of Customer Service function and working environment

  • Ability to work in a fast paced growing environment

  • Effective oral and written communication skills

  • Strong time management and administrative skills

  • Documented ability to multi-task

  • Working knowledge of Microsoft Office Suite

  • Working knowledge of SAP SD and pricing procedures

  • Working knowledge of EDI transactions

  • Broad based knowledge of Supply Chain organization



  • Bachelor’s degree desired; High School diploma or equivalent education at minimum


Equal Opportunity Employer: Disability/Veteran. We are an equal opportunity and affirmative action employer that does not discriminate and considers all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. 

Nearest Major Market: Chicago