Master Data Specialist

Reports To: Customer Service Supervisor, Master Data Specialist

Department: Customer Service

Location: Chicago, IL

Exempt Status: Non- Exemp

 

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 performs and supervises activities required to create, change, validate and maintain customer, product & vendor master data. Engages with external and internal customers to perform relationship management, escalation support and conflict resolution. Performs operational supervision of processes and employees, exercises discretion and independent judgement while resolving complex customer service matters and serves as a backup for the Customer Service Supervisor. Plays an integral role in creating and updating SOP documentation and manages inquiries and escalations in a manner that meets or exceeds expectations and drives a dynamic customer experience. 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”.

 

ESSENTIAL FUNCTIONS

Responsibilities:

o Performs activities related to master data management including:

o Review, validate and execute global master data requests in a multi-system environment

o Supports Glanbia Nutritionals sales organizations globally

o Performs changes to master data following established processes including but not limited to create, change, extend, block/unblock, activate/deactivate or otherwise modify master data

o Responsible for the maintenance of data in SAP to include product listings/exclusions, outputs, batch search strategy, partner records and other master data elements

o Perform basic reporting & analysis of large data sets to identify and correct gaps & inconsistencies

o Generate SAP, CRM or Business Objects reports as required

o Provide accurate responses within SLA’s to all inquiries, requests, complaints and investigations

o Identify and report non-compliance, corrupt/missing data or risks that impact operational integrity

o Create and distribute mass customer communications including product changes

o Maintains current customer contact list and looks to automate & personalize mass mailing function

o Provide service for non-order entry requests including, but not limited to, product documentation, specifications, certificates, questionnaires, and all other master data requirements

o Provides marketing materials & sample products as needed. Enter sample requests into CRM

o Requires engagement in all customer service projects, escalations, investigations and systems testing

o Accountable to provide escalation support and must be able to resolve significant customer service matters

o Performs training to new employees, coaches and mentors team members as well as system testing for new functionality / change requests.

o Performs portal management/administration for Glanbia & 3rd party web portals

o Creates, edits, maintains customer/product specification documents using Adobe “InDesign” application or other illustration software as needed

o Provides specialty services and other customized solutions as needed

· Work with new (or reactivated) customers to complete onboarding requirements while following proper procedures to load the data right the