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Customer Service Representative

Date: Aug 13, 2019

Location: Middlesbrough, UK, NYK, GB

Company: Glanbia

Position Title: Customer Services Representative

Reporting to: Customer Service Team Leader

Department / Function/Business Unit: Customer Services


About GPN

Here at Glanbia Performance Nutrition (GPN), our mission is to inspire consumers everywhere to achieve their performance and healthy lifestyle goals. By combining innovation and brand development, we are now proudly the world’s number one sports nutrition brand family, with over $1.1Bn in revenue.

The GPN brands include Nutramino, Optimum Nutrition, BSN, Isopure, ABB, Body & Fit, thinkThin and Amazing Grass, 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.

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 has become “hiring and developing the best people”.

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.


Job Purpose

We are looking for a Customer Service Representative 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 and expedite and capture Customer Orders.  


Core Values:  Hiring and Developing the Best People Winning Together |  Passion for our Brands |  Performance Matters | Customers’ Champion | Find a Better Way |  Sense of Fun | Showing Respect


Principal Accountabilities (not definitive)


  • Managing the order process of Domestic & Export Sales orders from Proforma to invoice where required.
  • Manage core customer data in SAP including price lists and customer information.
  •  Generate and report key department reports.
  • Manage the supply of external documents required for export.
  • Define and document new and existing customer specific requirements
  • Responsible for some key financial documents including pro forma invoices, credit and debit notes and participation in Credit Control Meetings.
  • Main point of contact for internal and external customers.
  • Working closely with Planning Team to ensure adequate inventory levels & highest levels of order fulfilment.
  • Participating in process improvements and demonstrating flexibility in performing tasks outside the designated work patterns


Key Challenges & Success Measures


Key Challenges

  • Ability to work to tight 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.
  • To affect the development, improvement and automation required within the department.


Success Measures

  • Customer Feedback
  • Complaint management


Skills, Know How and experience


  • Third level qualification in Business Studies, Customer Services or Supply Chain.
  • Excellent commercial awareness with experience of working within a FMCG or related environment.
  • Proven track record of working in a Customer Service role.
  • Detailed Understanding of key Customer Service Metrics, Processes and Systems.
  • Excellent working knowledge of SAP
  • Knowledge of Export compliance and Export Documentation
  • Experience of working within manufacturing or a fast paced environment ideal
  • Sales Order Processing and Microsoft Office.
  • 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.