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.

JOB SUMMARY

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 industries. This position makes it significantly easier for our customers (external and internal) to conduct business with Glanbia by providing a single source of contact for all levels of support for our proteins, grains, flavors, nutritional ingredients, and customized solutions products. Completes all customer inquiries in a manner that meets or exceeds expectations and drives a dynamic customer experience. Plays an integral role in following the life cycle of the order and is responsible for handling complex issues throughout the order fulfillment process. Proactively identifies opportunities and suggests improvements 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”.

ESSENTIAL FUNCTIONS

Responsibilities:

• Performs activities related to order management including:

• • Possess or develop a strong understanding of the manufacturing supply chain and contract manufacturing (CM) supply/ship process
  • Ensure all orders and order change requests are processed accurately and in a timely manner
  • Ensure order accuracy by following established department policies and procedures
  • Determine accurate ship and delivery dates based on system-generated commitment dates, 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 delivery commitment dates are achieved
  • Manages customer orders to ensure they meet Glanbia’s terms and conditions of sale
  • Proactively analyze and follow up on unshipped customer orders to ensure delivery commitments are attained and a high level of customer satisfaction is maintained
  • Qualify and process customer complaints using our CRM application
  • Build quality, long-lasting business relationships with customers, sales, supply chain, finance, quality assurance, and administrative support departments/personnel
  • Ensure order management reports are reviewed daily and proper action is taken to resolve order issues (Reports: DPM, open order, billings due, 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 shipping instructions, contracts, credit issues, pricing discrepancies, product availability
  • Verify that orders will be allocated and ready in timely manner
  • Resolve shipment issues due to incorrect, missing, and/or damaged product
  • Process requests for shipped order COA, BOL, proof-of-delivery, and shipment tracking
• Collaborate with and enable the Sales teams to drive value and increase business opportunities
  • Understand sales objectives and goals to assist with deliverables and driving revenue
  • Work with Sales Managers and customers as needed with budgeted forecasted product volumes as relates to product availability and order management.
  • Support assigned sales managers/customers, regularly communicating status and important issues
  • Works side by side with sales teams to support all levels of Order-to-Cash requirements

• 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.

QUALIFICATIONS

Education, Training:

Associate’s degree (Bachelor’s preferred) and/or a minimum of 4 years’ experience in customer service, order entry, supply chain, or related field.

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

TYPICAL PHYSICAL ACTIVITY

Typical Physical Activity

General office activities in a corporate setting

Typical Environmental Conditions

May be exposed to moderate noise levels (i.e. office equipment, light traffic)

TRAVEL REQUIREMENTS

Infrequent domestic travel required (up to 5%)

DISCLAIMER

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.

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.