Order Management Specialist

Select how often (in days) to receive an alert: 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 order lifecycle and is responsible for handling complex issues throughout the order fulfillment process. Proactively identifies opportunities and suggests improvements that 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: Perform activities related to order management, including: Develop a strong understanding of the manufacturing supply chain and contract manufacturing (CM) supply/ship process Ensure all orders and change requests are processed accurately and promptly Maintain order accuracy by following established policies and procedures Determine accurate ship and delivery dates based on system commitments, inventory, sales forecasts, lead times, carrier routing, and customer requests Collaborate with internal departments to meet delivery commitments Manage customer orders to comply with Glanbia’s terms and conditions of sale Monitor unshipped orders to ensure delivery commitments are met and customer satisfaction remains high Qualify and process customer complaints via our CRM system Build and maintain strong relationships with customers, sales, supply chain, finance, quality assurance, and support teams Review order management reports daily and take appropriate actions to resolve issues (e.g., DPM, open orders, billing, blocked orders, incomplete orders) Coordinate with supply chain, production, quality, finance, and sales on order status, expediting, shipping instructions, contracts, credit issues, pricing discrepancies, and product availability Verify order allocation and readiness Resolve shipment issues related to incorrect, missing, or damaged products Process requests for shipment documentation such as COA, BOL, proof-of-delivery, and tracking Collaborate with Sales teams to drive value and increase business opportunities Understand sales objectives to assist with deliverables and revenue growth Work with Sales Managers and customers on product volume forecasts related to availability and order management Support sales managers and customers by communicating status and issues regularly Assist with all Order-to-Cash processes in collaboration with sales teams Manage invoicing and customer accounts: Coordinate with Finance to prioritize shipments on credit hold Work with Shared Services to resolve pricing discrepancies and process credits/debits Ensure timely management of returns, damaged product claims, and customer credits/debits Meet key metrics such as confirming 100% of orders within 24 hours, maintaining over 98% error-free order accuracy, and adhering to SAP audit trail and complaint resolution standards Respond promptly to order inquiries and update customers and sales teams on delays Adapt quickly to changing business needs At Glanbia, we celebrate diversity and welcome candidates from all backgrounds. We are committed to providing equal opportunity regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, veteran status, or disability. Our culture celebrates individuality because together, we are stronger.

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