What are the responsibilities and job description for the Order Management Specialist position at Glanbia Foods?
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
Support customers, stake holders and internal departments to provide world class service to our customers in the food & nutrition industries. This position manages customer orders and 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 nutritional ingredients and products. Completes all customer inquiries in a manner that meets or exceeds expectations and drives a dynamic customer experience.
ESSENTIAL FUNCTIONS
Responsibilities :Performs activities related to order management including:
Order Entry - Ensure all orders or changes are processed accurately and timely
Follow established department policies and procedures
Work closely with internal departments to ensure commitment dates are achieved
Manages customer orders to ensure they meet Glanbia’s terms and conditions of sale
Proactively analyze and follow up on unshipped customer orders to ensure a high level of customer satisfaction
Build quality business relationships with customers and internal departments
Ensure order management reports are reviewed daily and proper actions taken
Verify that orders will be allocated and ready in timely manner
Collaborate with and enable the Sales teams to drive value
Understand sales objectives to assist with deliverables
Help to resolve invoice pricing discrepancies
Key metrics for order management including but not limited to:
Confirm/acknowledge 100% of orders confirmed within 24 hours
Data accuracy goals >98% of orders error free
Adhere to all other service metrics
Respond to order status inquiries in a timely manner and update the customer and/or sales team appropriately
Quickly adapt to business needs and requirements
Delivering on Glanbia’s Values:
“Showing Respect” - Research issues & incidents with internal teams, business partners and customers in a collaborative manner that includes professional, and transparent communication.
“Find a Better Way” - Work with internal and external teams to implement process improvements and/or procedural changes that eliminate non-value added activities and drive value.
“Winning Together” - Assist with training of new team members. Facilitate training and standard operating procedure reviews to ensure new hires develop proficiency of role.
“The Customer’s Champion” – Proactively engage to support our customer needs on an end to end basis and strive to meet or exceed SLAs. Take ownership of customer requests and engage with internal teams within a timely manner.
“Performance Matters” – Meet or exceed all key metrics in line with expectations for role. Continually update knowledge of business changes to deliver a dynamic customer experience.
QUALIFICATIONS
Education, Training:
Associate’s degree (Bachelor’s preferred) and/or a minimum of 4 years’ experience in customer service, order entry, supply chain, or related field.
Experience Required:
Previous experience in a service related field is strongly preferred.
Knowledge, Skills & Competencies:
Action Oriented : Must be able to prioritize, organize and work independently
Collaborates : Ability to professionally and effectively interact with all levels of personnel and customers
Communicates Effectively : Excellent interpersonal and professional communication skills both written and verbal
Drives Results : Results focused toward accomplishment of team and organizational goals.
Situational Adaptability : Ability to solve practical problems and deal with a variety of factors in situations where limited standardization exists.
Language, Computer & Numeracy:
Familiarity with ERP/MRP order processing systems, SAP preferred
Familiarity with CRM system such as SalesForce, SAP CRM, Clarify, Siebel, etc. preferred
Customer Service Representatives who are working with international customers may be required to demonstrate oral and written fluency in applicable language.
Ability to compute rate, ratio, and percent and to create and interpret bar graphs
TYPICAL PHYSICAL ACTIVITY
Typical Physical Activity
General office activities in a corporate setting
Typical Environmental Conditions
May be exposed to moderate noise levels (i.e. office equipment, light traffic)
TRAVEL REQUIREMENTS
Infrequent domestic travel required (up to 5%)
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.
Are you someone who likes to make it happen, make it better and make it fun? If so, our company offers you an excellent opportunity to do really interesting work and develop a career in a dynamic and innovative environment that is all about making you and our business successful.
JOB SUMMARY
Support customers, stake holders and internal departments to provide world class service to our customers in the food & nutrition industries. This position manages customer orders and 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 nutritional ingredients and products. Completes all customer inquiries in a manner that meets or exceeds expectations and drives a dynamic customer experience.
ESSENTIAL FUNCTIONS
Responsibilities :Performs activities related to order management including:
Order Entry - Ensure all orders or changes are processed accurately and timely
Follow established department policies and procedures
Work closely with internal departments to ensure commitment dates are achieved
Manages customer orders to ensure they meet Glanbia’s terms and conditions of sale
Proactively analyze and follow up on unshipped customer orders to ensure a high level of customer satisfaction
Build quality business relationships with customers and internal departments
Ensure order management reports are reviewed daily and proper actions taken
Verify that orders will be allocated and ready in timely manner
Collaborate with and enable the Sales teams to drive value
Understand sales objectives to assist with deliverables
Help to resolve invoice pricing discrepancies
Key metrics for order management including but not limited to:
Confirm/acknowledge 100% of orders confirmed within 24 hours
Data accuracy goals >98% of orders error free
Adhere to all other service metrics
Respond to order status inquiries in a timely manner and update the customer and/or sales team appropriately
Quickly adapt to business needs and requirements
Delivering on Glanbia’s Values:
“Showing Respect” - Research issues & incidents with internal teams, business partners and customers in a collaborative manner that includes professional, and transparent communication.
“Find a Better Way” - Work with internal and external teams to implement process improvements and/or procedural changes that eliminate non-value added activities and drive value.
“Winning Together” - Assist with training of new team members. Facilitate training and standard operating procedure reviews to ensure new hires develop proficiency of role.
“The Customer’s Champion” – Proactively engage to support our customer needs on an end to end basis and strive to meet or exceed SLAs. Take ownership of customer requests and engage with internal teams within a timely manner.
“Performance Matters” – Meet or exceed all key metrics in line with expectations for role. Continually update knowledge of business changes to deliver a dynamic customer experience.
QUALIFICATIONS
Education, Training:
Associate’s degree (Bachelor’s preferred) and/or a minimum of 4 years’ experience in customer service, order entry, supply chain, or related field.
Experience Required:
Previous experience in a service related field is strongly preferred.
Knowledge, Skills & Competencies:
Action Oriented : Must be able to prioritize, organize and work independently
Collaborates : Ability to professionally and effectively interact with all levels of personnel and customers
Communicates Effectively : Excellent interpersonal and professional communication skills both written and verbal
Drives Results : Results focused toward accomplishment of team and organizational goals.
Situational Adaptability : Ability to solve practical problems and deal with a variety of factors in situations where limited standardization exists.
Language, Computer & Numeracy:
Familiarity with ERP/MRP order processing systems, SAP preferred
Familiarity with CRM system such as SalesForce, SAP CRM, Clarify, Siebel, etc. preferred
Customer Service Representatives who are working with international customers may be required to demonstrate oral and written fluency in applicable language.
Ability to compute rate, ratio, and percent and to create and interpret bar graphs
TYPICAL PHYSICAL ACTIVITY
Typical Physical Activity
General office activities in a corporate setting
Typical Environmental Conditions
May be exposed to moderate noise levels (i.e. office equipment, light traffic)
TRAVEL REQUIREMENTS
Infrequent domestic travel required (up to 5%)
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.
Are you someone who likes to make it happen, make it better and make it fun? If so, our company offers you an excellent opportunity to do really interesting work and develop a career in a dynamic and innovative environment that is all about making you and our business successful.
