Customer Service Representative

Job Title: Customer Service Representative

Reports to: Customer Service Manager

Location: Evanston IL

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Company Background

 

The most important element of our company background is our purpose.  We are a dairy cooperative of cooperatives.  That means that we exist to create value for our cooperatives and the 14,000 Irish family dairy farms they support.  This is central to how we operate, critically important for our employees and what fuels our ambition to win.

With that, Ornua is Ireland’s largest exporter of Irish dairy, exporting to over 110

countries with annualised sales of €3.4 billion.

 

We are multi-national, operating from 19 subsidiaries worldwide and employing over 2,300 staff. Ornua has teams working in-market across all four corners of the globe from Algiers to Beijing, to Lagos and LA.

 

The business is structured across two core divisions: Ornua Foods and Ornua Ingredients.

 

Ornua Foods owns the iconic Kerrygold brand, as well as the Pilgrims Choice, Dubliner, Forto and BEO Milk Powder brands.

 

Ornua Ingredients supplies superior quality dairy ingredients to leading global food manufacturers from some of the world’s most technically advanced manufacturing and prepacking facilities located in Africa, China, Ireland, Germany, Saudi Arabia, Spain, the UK and the US.

 

Ornua Foods North America is headquartered in Evanston, IL with additional teams located throughout the US.  The consumer foods product portfolio is spread across butter, cheese and powders.

 

The North America division is a powerhouse within Ornua, with an iconic and beloved brand and a highly-engaged, highly inclusive, and high-performing team that, together, have delivered double-digit, profitable growth on the business for the last twenty years.

 

Why This Role is Valuable

 

The role of the Customer Service Representative is to provide a high level of customer service, order and account management to assigned Ornua Foods North America (OFNA) customers, with a focus on strategic planning, analysis and driving initiatives to completion.  This candidate will use effective communication skills to establish and maintain relationships between the customer and internal stakeholders.  The Customer service Representative will be responsible for ensuring orders are maintained and processed timely, accurately and efficiently; effectively contributing to OFNA Supply Chain goals.

 

Key Areas of Responsibility

 

• Customer Relationship and Order Management – end to end full service for wholesales/distributor accounts.  Which includes but is not limited to order entry, stock allocation, order compliance monitoring (lead time, minimum order quantity, delivery schedule), problem resolution.
• ‘On Time In Full’ and scorecard maintenance - providing regular reporting, and ongoing partnership with internal/external parties to manage scorecard expectations.
• Liaising with 3rd party warehouses, brokers and logistics personnel to handle and resolve customer issues
• Participate in account meetings, provide analysis/reporting when needed, along with strategic planning initiatives driving those improvements to completion  
• Managing late fees and deductions as it pertains to supply chain related charges.
• Overage, shortage, and damage management for set accounts
• Process Customer Return to stocks and Customer Price only credits and debits

 

Key Requirements:

 

• 1-3 years' experience in customer service (consumer packaged goods environment an advantage)
• Experience with ERP Systems (Infor/M3 ideally)
• Level of proficiency in Microsoft Office applications (Excel, Word, Outlook, and Internet Explorer)
• Strong analytical and problem-solving skills, with an attention to detail
• Effective and clear communicator
• Ability to Manage Multiple Prioriti