Supervisor’s Title:           Customer Service Manager

Department:                     Nutritionals

Exempt Status:                 Non-Exempt

At Glanbia Nutritionals Inc., our portfolio centers on 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.

This position makes it significantly easier for our customers (external and internal), sales managers, and internal suppliers to conduct business with Glanbia by providing a single source of contact for all levels of sales support for our growing whey and flax divisions.  The CSR achieves high performance through productive and efficient processes that meet/exceed company/department standards of operation. This position plays an integral role in following the life cycle of the order.  The Customer Service Representative is responsible for handling complex issues involving customer satisfaction. 

Order Processing:

• Ensure all orders and order change requests are processed accurately and in a timely manner.
• Determine accurate ship and delivery dates based on available inventory, sales forecasting, product lead-time, carrier routing calculations, and customer delivery and method of shipment requests for all items ordered.
• Work closely with internal departments to ensure the best and most accurate ship and delivery dates are assigned for all orders.

• Provide customers and field sales personnel with freight price quotations.

• Ensure order pricing accuracy by following company and department policies and guidelines. 
• Possess understanding of the manufacturing supply chain and contract manufacturing (CM) supply/ship process.
• Ensure customer’s orders meet Glanbia’s terms and conditions of sale.    

Order Management and Communications:

• Manage pre/post-order entry service requirements by providing support for our customer inquiries including order-related questions/issues/needs in a timely and responsive manner.
• Proactively analyze and follow up on unshipped customer orders to ensure delivery commitments are attained, and a high level of customer satisfaction is maintained.
• Coordinate with supply chain and production facilities the on-time shipment of product to our customers. 
• Coordinate with supply chain, production, quality, finance, and sales on the following matters:

• requests to expedite and prioritize orders
• special shipping instructions received from customers on their orders
• the status of orders
• contracts, customer requests and credit issues
• product availability and ensure product is made to support customer orders
•    customer orders, problems, and inquiries
• verification that orders will be allocated and ready in timely manner
• order resolution process for shipments due to incorrect, missing, and/or damaged product received by the customer, or pricing discrepancies

• Qualify and process customer complaints via our CRM application. 
• Process customer requests for shipped order COA, BOL, Proof-of-Delivery, and Order Tracking.  
• Work with Sales Managers and Customers on an as need basis assisting with budgeted forecasted product volumes as relates to product availability and order management.
• Build quality, long-lasting business relationships with customers, sales personnel, supply chain, finance, quality assurance, and administrative support departments/personnel.
• Ensure order management reports are viewed daily and proper action is taken (Reports: open order, billings due, blocked orders, incomplete orders, etc.).

Maintaining Financial Accounts:

• Work with the finance team to prioritize shipments coming due that are on credit hold.  
• Resolve invoice pricing discrepancies due to incorrect pricing, discounts, freight charges on shipments, authorizing and processing the appropriate customer credit.
• Provide customer credit support by managing product return requests, damage product claims, and issuing customer credits/debits as deemed appropriate.  

Team Contribution:

• Project a positive, professional, helpful and knowledgeable image to Glanbia customers, which reflects Glanbia’s commitment to increased customer support and satisfaction.
• Continually develop product, process, organization, and systems knowledge by attendance/participation in all training sessions.
• Assist with Glanbia’s effort to meet and/or exceed KPI’s to include but not limited to: on-time delivery, perfect order index, order entry on-time rate, order exception rate, and complaint turnover.
• Manage time effectively so as to not contribute to overtime, or miss deadlines.
• Perform other duties as assigned.

Feedback:

• Provide regular feedback, both written and verbal, to ensure management has clear understanding of accomplishment of expectations, accountabilities, activities, and results.
• Involve management in order and customer situations where there is concern over the service level being provided, or where additional expertise/assistance is required.
• Each employee shall comply with occupational safety and health standards and all rules, regulations, and orders issued pursuant to the Occupational Safety and Health Act which are applicable to his/her own actions and conduct.
• Complies with all applicable food safety regulations and mandates (Safe Quality Foods, Food and Drug Admin, Pasteurized Milk Ordinance)
• Perform other duties as assigned

Additional Functions

• Ability to effectively present information to co-workers and management.
• Proficient personal computer skills.
• Ability to work with mathematical concepts.
• Comply with all safety policies, practices and procedures. Report all unsafe activities to supervisor and/or Human Resources.
• Participate in proactive team efforts to achieve departmental and company goals.
•  Provide leadership to others through example and sharing of knowledge/skill.

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.

Qualifications

• Associates degree (Bachelors preferred) or a minimum 3 years of experience in customer service, order entry, telemarketing, technical service, or sales required.
• Must have proficient personal computer skills (MS Office applications).
• Must exhibit a high attention to detail.
• Must be self-motivated, have the ability to prioritize and organize with little supervision.
• Ability to multi-task.
• Previous customer service experience in a manufacturing business is preferred.
• Experience using customer order processing systems (SAP) preferred. 
• Exceptional oral, listening, writing, and interpersonal communication skills are required.
• Individual must possess good analytical, problem solving, and planning skills.
• Individuals will be using telephones, fax equipment, copy machines, and calculators. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions and decimals.

Physical Demands

• Regularly involves talking or listening, sitting, standing, walking, the use of hands to finger, handle, or feel, and reaching with the hands and arms.
• Occasionally involves crouching, stooping, kneeling.

Physical Requirements

• Must be able to lift and carry items weighing up to 10 pounds.
• Manual dexterity sufficient to reach/handle items, works with the fingers.
• Involves sedentary physical activity performing non-strenuous daily activities of an administrative nature.
• Should be able to identify and distinguish colors and adjust the eye to bring an object into sharp focus.

• Works in a well lighted, heated and/or air-conditioned indoor office setting with adequate ventilation.

• Minimal overnight travel (up to 5%) by land and/or air.

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 interesting work and develop a career in a dynamic and innovative environment that is all about making you and our business successful.

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.