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Order Management Specialist

Date: Nov 29, 2022

Location: Chicago, IL, US

Company: Glanbia

Customer Service - Order Management Specialist 


Reports To:       Customer Service Manager/Supervisor

Department:      Customer Service Americas

Location:           Chicago, IL 

Pay Status:        Salaried, non-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.




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 industry.  Engages to perform relationship management, escalation support and conflict resolution.  Performs operational supervision of processes and employees, exercises discretion and independent judgment while resolving complex customer service matters.  Serves as a backup for the Customer Service Supervisor/Manager.  Plays an integral role in creating and updating SOP documentation.  Manages inquiries and escalations in a manner that meets or exceeds expectations and drives a dynamic customer experience. Proactively identifies opportunities and executes & 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”.  





  • Performs activities related to order management including:
    • Supports order management processes & activities for Glanbia Nutritionals sales organizations worldwide
    • Requires engagement in all customer service projects, escalations and investigations
    • Must be able to resolve significant business challenges using independent judgment while balancing the customer’s request and Glanbia’s values
    • Responsible to perform power user activities including business scoping, UAT of new code releases, emergency patches or other systems testing
    • Accountable to provide timely escalation support (across time zones) where business critical risks exist such as financial, reputational, sustainability or compliance is required
    • Performs training to new employees and coaches & mentors existing team members
    • Has proven track record and possesses a strong understanding of the manufacturing supply chain and contract manufacturing (CM) supply/ship process
    • Monitors team orders from creation to delivery and works with production, quality, supply chain and other functions to avoid delays/customer disruption
    • Builds quality, long-lasting business relationships with internal & external customers
    • Ensure order management reports are reviewed daily and proper action is taken to resolve order issues (Reports: production calendar, open order, blocked orders, incomplete orders, etc.)
  • Coordinate with supply chain, production, quality, finance, and sales on the following matters:
    • Order status, requests to expedite/prioritize orders,  special instructions, contracts, credit issues, pricing discrepancies, product availability
    • Verify that orders will be ready in timely manner
    • Resolve shipment issues due to incorrect, missing, and/or damaged product
    • Process requests for shipped order batch records COA, BOL, proof-of-delivery, and shipment tracking
  • Collaborate with and enable the Sales teams to drive value and increase business opportunities
    • Is a part of the global governance team which reviews customer orders and sales data monthly
    • Performs incident management of business impacts and root-cause investigation to identify solutions and implements process changes where needed.
    • Participates in all business relevant meetings and investigations as a top priority
    • Understand sales objectives and goals to assist with deliverables and driving revenue
    • Work with Sales Managers and customers as needed with budgeted forecasted manufacturing volumes as relates to order management.
    • Works side-by-side with sales teams to support all levels of Order-to-Cash requirements
    • Work with Sales and customers on an as-needed basis assisting with budgeted forecasted product volumes as relates to product availability and order management
    • Provided weekly status reports for sales and administration
  • Manage invoicing and customer accounts:
    • Work with Finance teams to prioritize shipments coming due that are on credit hold
    • Work with Shared Services teams  to resolve invoice pricing discrepancies due to incorrect pricing, discounts, freight charges, etc. authorizing and processing the appropriate customer credits
    • Ensure customer credit support by the timely management of product return requests, damaged product claims and issuance of customer credits/debits
  • Meet key metrics for order management including but not limited to:
    • Confirm/acknowledge 100% of orders confirmed within 24 hours
    • Data accuracy goals >98% of orders error free (strive for zero)
    • Adhere to all other service metrics, such as SAP audit trail compliance (order status text) and timely complaint resolution
    • Respond to order status inquiries in a timely manner and if delayed, update the customer and/or sales team appropriately
    • 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 engage to support our customer needs on an end to end basis and strive to meet or exceed SLA timelines.  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.




Education, Training:      

Associate’s degree (Bachelor’s preferred) and/or a minimum of 4 years’ experience directly in industry or equivalent escalation support role.


Experience Required:   

Previous experience in a service related field is strongly 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 order processing systems, SAP preferred
  • Familiarity with CRM system such as SalesForce, SAP CRM, Clarify, Siebel, etc. preferred
  • Customer Service Representatives who are working with international customers may be required to demonstrate oral and written fluency in applicable language.
  • Ability to compute rate, ratio, and percent and to create and interpret bar graphs



 Infrequent domestic travel required (up to 10%)




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