Glanbia Nutritionals, Inc.
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Overview
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”.
Responsibilities
Performs activities related to master data management including:
Review, validate and execute global master data requests in a multi-system environment
Supports Glanbia Nutritionals sales organizations globally
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
Responsible for the maintenance of data in SAP to include product listings/exclusions, outputs, batch search strategy, partner records and other master data elements
Perform basic reporting & analysis of large data sets to identify and correct gaps & inconsistencies
Generate SAP, CRM or Business Objects reports as required
Provide accurate responses within SLA’s to all inquiries, requests, complaints and investigations
Identify and report non-compliance, corrupt/missing data or risks that impact operational integrity
Create and distribute mass customer communications including product changes
Maintains current customer contact list and looks to automate & personalize mass mailing function
Provide service for non-order entry requests including, but not limited to, product documentation, specifications, certificates, questionnaires, and all other master data requirements
Provides marketing materials & sample products as needed. Enter sample requests into CRM
Requires engagement in all customer service projects, escalations, investigations and systems testing
Accountable to provide escalation support and must be able to resolve significant customer service matters
Performs training to new employees, coaches and mentors team members as well as system testing for new functionality / change requests
Performs portal management/administration for Glanbia & 3rd party web portals
Creates, edits, maintains customer/product specification documents using Adobe “InDesign” application or other illustration software as needed
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 first time into SAP
Facilitates and completes the credit application process
Works with Shared Services and Sales team to facilitate credit limit requirements
Obtains tax certificates and manage any issues with the tax setup end to end
Collaborate with Quality, R&D & Procurement teams to create, maintain customer specific COA (Certificate of Analysis) and Product Specifications
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
Obtain defined pricing and update SAP records to include contracts
Handle “first-time” customer calls by capturing relevant information to be forwarded to sales
Works side by side with sales teams to support all levels of Order-to-Cash requirements
Meet key metrics for master data accuracy including but not limited to:
CRM goals >90% SLA adherence
Validate order pricing using variance report and ensure accurate invoice generation
Respond to document requests in a timely manner and if delayed, update the customer and/or sales team on a weekly basis
Quickly adapt to business needs and requirements as they change
Qualifications
Education, Training: Associate’s degree and/or a minimum of 4 years’ experience directly in industry or equivalent escalation support role.
Experience Required: Previous experience in a business-to-business environment is preferred
Language, Computer & Numeracy: Familiarity with ERP/MRP system, SAP preferred
Language, Computer & Numeracy: Familiarity with CRM system such as SalesForce, SAP CRM, Clarify, Siebel, etc. preferred
Language, Computer & Numeracy: Ability to compute rate, ratio, and percent and to create and interpret bar graphs
Typical Physical Activity
Physical Requirements: Regularly involves talking or listening, sitting, and the use of hands and fingers
Physical Requirements: Regularly involves going up and down stairs
Physical Requirements: Frequently involves reaching with hands and arms, standing and walking
Physical Requirements: Occasionally involves crouching, stooping, kneeling and/or climbing or balancing
Typical Environmental Conditions May be exposed to moderate noise levels (i.e. office equipment and light traffic).
Travel Requirements
Minimal overnight travel (up to 5%) by land and/or air.
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.
#J-18808-Ljbffr
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”.
Responsibilities
Performs activities related to master data management including:
Review, validate and execute global master data requests in a multi-system environment
Supports Glanbia Nutritionals sales organizations globally
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
Responsible for the maintenance of data in SAP to include product listings/exclusions, outputs, batch search strategy, partner records and other master data elements
Perform basic reporting & analysis of large data sets to identify and correct gaps & inconsistencies
Generate SAP, CRM or Business Objects reports as required
Provide accurate responses within SLA’s to all inquiries, requests, complaints and investigations
Identify and report non-compliance, corrupt/missing data or risks that impact operational integrity
Create and distribute mass customer communications including product changes
Maintains current customer contact list and looks to automate & personalize mass mailing function
Provide service for non-order entry requests including, but not limited to, product documentation, specifications, certificates, questionnaires, and all other master data requirements
Provides marketing materials & sample products as needed. Enter sample requests into CRM
Requires engagement in all customer service projects, escalations, investigations and systems testing
Accountable to provide escalation support and must be able to resolve significant customer service matters
Performs training to new employees, coaches and mentors team members as well as system testing for new functionality / change requests
Performs portal management/administration for Glanbia & 3rd party web portals
Creates, edits, maintains customer/product specification documents using Adobe “InDesign” application or other illustration software as needed
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 first time into SAP
Facilitates and completes the credit application process
Works with Shared Services and Sales team to facilitate credit limit requirements
Obtains tax certificates and manage any issues with the tax setup end to end
Collaborate with Quality, R&D & Procurement teams to create, maintain customer specific COA (Certificate of Analysis) and Product Specifications
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
Obtain defined pricing and update SAP records to include contracts
Handle “first-time” customer calls by capturing relevant information to be forwarded to sales
Works side by side with sales teams to support all levels of Order-to-Cash requirements
Meet key metrics for master data accuracy including but not limited to:
CRM goals >90% SLA adherence
Validate order pricing using variance report and ensure accurate invoice generation
Respond to document requests in a timely manner and if delayed, update the customer and/or sales team on a weekly basis
Quickly adapt to business needs and requirements as they change
Qualifications
Education, Training: Associate’s degree and/or a minimum of 4 years’ experience directly in industry or equivalent escalation support role.
Experience Required: Previous experience in a business-to-business environment is preferred
Language, Computer & Numeracy: Familiarity with ERP/MRP system, SAP preferred
Language, Computer & Numeracy: Familiarity with CRM system such as SalesForce, SAP CRM, Clarify, Siebel, etc. preferred
Language, Computer & Numeracy: Ability to compute rate, ratio, and percent and to create and interpret bar graphs
Typical Physical Activity
Physical Requirements: Regularly involves talking or listening, sitting, and the use of hands and fingers
Physical Requirements: Regularly involves going up and down stairs
Physical Requirements: Frequently involves reaching with hands and arms, standing and walking
Physical Requirements: Occasionally involves crouching, stooping, kneeling and/or climbing or balancing
Typical Environmental Conditions May be exposed to moderate noise levels (i.e. office equipment and light traffic).
Travel Requirements
Minimal overnight travel (up to 5%) by land and/or air.
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.
#J-18808-Ljbffr