Customer Service Representative I

Job Description – May 2020

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.

 

Job Summary

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. 

 

Essential Functions

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 da