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Customer Service Supervisor

Date: 16-Nov-2022

Location: Montreal, QC, CA, J3Z 1G5

Company: Glanbia



Location:    Montreal / St. Hubert, Quebec

At Glanbia Nutritionals Inc., we co-innovate and deliver flavor & 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.


The Customer Service Supervisor is responsible for supervising employees, processes and activities to make it easier for customers, sales managers, and suppliers to do business with Glanbia. This position requires French language skills in support of French-Canadian customers and legal requirements in the Canadian provice of Quebec. It is also accountable for the performance of the Foodarom Customer Service team members located in both US & Canada. This individual ensures delivery of world class service to our flavors customers in the food & nutrition industries. Which includes timely and accurate processing of customer requests, queries and complaints. Will demonstrate leadership through ownership and accountability of departmental day to day tasks, key initiatives and projects. This position ensures customer satisfaction, employee engagement and will have the interest, acumen and ‘can do’ attitude to learn, drive performance, focus on continuous improvement opportunities and work across the organization in a dynamic environment. This position performs relationship management, escalation support, conflict resolution and exercises discretion and independent judgement while resolving complex customer service matters. Proactively identifies process opportunities and executes and 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”.


  • Supervises employees in US & Canada and supports international customers and business partners in French & English speaking territories (requires fluency in both French and English).
  • Accountable for the day-to-day Customer Service employees, activities & processes.
  • Serves as the single point of contact to resolve escalations and complex interactions with employees, internal & external customers and 3rd parties as required
  •  Performs complaint management to ensure timely completion and pro-active communication to internal teams and/or external customers
  • Supervises, leads and coaches CS employees to achieve core KPI’s as well as timecard administration, performance feedback, employee guidance and development plans
  • Monitor CS Team orders from creation to delivery and work with production, quality, supply chain, logistics, finance and other functions using reports and attending relevant meetings
  • Establish business relationships across the organization that instill trust and demonstrate integrity while serving as the customer advocate
  • Seek and provide fact-based insights verbally or documented regarding productivity and effectiveness relating to Customer Service escalations and complaints
  • Manage customer complaints with a focus on identifying root cause and collaborating with colleagues aiming to prevent future occurrences and improve time to resolution
  • Ensures compliance to standard ISO or company specific data requirements across Glanbia
  • Accountable to provide timely escalation support (across time zones) where business critical risks exist such as financial, reputational, sustainability or compliance is required
  • Collaborate with and enable the Sales teams to drive value and increase business opportunities
  • Ensure success of key CS metrics for Order Management and Master Data
  • Collaborates with other Customer Service leaders to determine team and individual goals and is responsible for performance of CS team in attaining set goals.
  • Minimal travel requirements (10%): Must be able to travel on location to Glanbia offices worldwide and observe flexible work hours per business needs


Delivering on Glanbia’s Values:

  • “Showing Respect” - Research issues & incidents with employees, 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” – Provide support for CS team members as well as support all Glanbia employees (direct reports or otherwise) and business stakeholders in multiple time zones, primarily in the Americas, EMEA & ASPAC regions.
  • “The Customer’s Champion” – Proactively engages to support customer’s needs on an end to end basis and strive to meet or exceed expectation and timelines. Take ownership of customer requests and/or escalations as needed and within a timely manner.
  • “Performance Matters” – Supervise and ensure that all key metrics are met or exceeded in line with expectations for department KPI’s and protocol. Continually update knowledge of products, product changes, processes and services offered to deliver a dynamic customer experience.


Education, Training:

  • Associate’s degree (Bachelors preferred) and a minimum of 4 years’ experience in customer service, master data, order entry, production, supply chain process, project management, technical services or sales required.


Experience Required:

  • Previous supervisory accountabilities, complaint management, escalation support, conflict resolution, advanced sales support, advanced level of master data experience/knowledge, advanced level of account management in a manufacturing business or food industry 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 and provide supervision, coaching and conflict resolution as needed.
  • Collaborates: Ability to professionally and effectively interact with all levels of employee/personnel and customers (internal & external). Must be able to manage a team, drive performance and possess problem solving skills.
  • Communicates Effectively: Excellent interpersonal and professional communication skills both written and verbal. Ability to write routine reports, employee performance documentation and interpret a variety of instructions furnished in written, verbal, diagram, or schedule form.
  • Drives Results: Must be results focused and manage team towards accomplishments of 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:

  • Strong familiarity with ERP/MRP system, SAP preferred
  • Strong familiarity with CRM systems such as SalesForce, SAP CRM, Clarify, Siebel, etc. preferred
  • Proven ability to analyze data. Create and/or interpret graphs, charts and business reports
  • Spoken & Written fluency in both French and English – native or full professional proficiency

At Glanbia, we celebrate diversity, because we know that our individual strengths make us stronger together. We welcome and encourage interest from a wide variety of candidates, and we will give your application consideration, without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. 


At Glanbia our culture will celebrate individuality, knowing that together we are more.