Order Management Specialist

Order Management Specialist 

Glanbia 

Join this dynamic team focused on delivering better nutrition for every step of life’s journey 

The Opportunity 

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 industry.  Engages to perform relationship management, escalation support and conflict resolution.  Performs operational supervision of processes and employees, exercises discretion and independent judgment while resolving complex customer service matters.  Serves as a backup for the Customer Service Supervisor/Manager.  Plays an integral role in creating and updating SOP documentation.  Manages inquiries and escalations in a manner that meets or exceeds expectations and drives a dynamic customer experience. Proactively identifies opportunities and executes & implements improvement solutions that will benefit Glanbia and our customers. This permanent position will report to the Customer Service Supervisor.

• Supports order management processes & activities for Glanbia Nutritionals sales organizations worldwide
• Requires engagement in all customer service projects, escalations and investigations
• Must be able to resolve significant business challenges using independent judgment while balancing the customer’s request and Glanbia’s values
• Responsible to perform power user activities including business scoping, UAT of new code releases, emergency patches or other systems testing
• Accountable to provide timely escalation support (across time zones) where business critical risks exist such as financial, reputational, sustainability or compliance is required
• Performs training to new employees and coaches & mentors existing team members
• Has proven track record and possesses a strong understanding of the manufacturing supply chain and contract manufacturing (CM) supply/ship process
• Monitors team orders from creation to delivery and works with production, quality, supply chain and other functions to avoid delays/customer disruption
• Builds quality, long-lasting business relationships with internal & external customers
• Ensure order management reports are reviewed daily and proper action is taken to resolve order issues (Reports: production calendar, open order, blocked orders, incomplete orders, etc.)
• Order status, requests to expedite/prioritize orders,  special instructions, contracts, credit issues, pricing discrepancies, product availability
• Verify that orders will be ready in timely manner
• Resolve shipment issues due to incorrect, missing, and/or damaged product
• Process requests for shipped order batch records COA, BOL, proof-of-delivery, and shipment tracking
• Is a part of the global governance team which reviews customer orders and sales data monthly
• Performs incident management of business impacts and root-cause investigation to identify solutions and implements process changes where needed.
• Participates in all business relevant meetings and investigations as a top priority
• Understand sales objectives and goals to assist with deliverables and driving revenue
• Work with Sales Managers and customers as needed with budgeted forecasted manufacturing volumes as relates to order management.
• Works side-by-side with sales teams to support all levels of Order-to-Cash requirements
• Work with Sales and customers on an as-needed basis assisting with budgeted forecasted product volumes as relates to product availability and order management
• Provided weekly status reports for sales and administration
• Work with Finance teams to prioritize shipments coming due that are on credit hold
• Work with Shared Services teams  to resolve invoice pricing discrepancies due to incorrect pricing, discounts, freight charges, etc. authorizing and processing the appropriate customer credits
• Ensure customer credit support by the timely management of product return requests, damaged product claims and issuance of customer credits/debits
• Confirm/acknowledge 100% of orders confirmed within 24 hours
• Data accuracy goals >98% of orders error free (strive for zero)
• Adhere to all other service metrics, such as SAP audit trail compliance (order status text) and timely complaint resolution
• Respond to order status inquiries in a timely manner and if delayed, update the customer and/or sales team appropriately
• Quickly adapt to business needs and requirements as they change 

The Skills you will bring to the team 

• Associate’s degree (Bachelor’s preferred) and/or a minimum of 4 years’ experience directly in industry or equivalent escalation support role.

• Previous experience in a service related field is strongly preferred.
• Excellent organizational and time management skills. Ensure immediate and appropriate actions are taken to support our customers and business partners.
• Must be able to prioritize, organize and work independently with minimal supervision and remain productive at all times.
• Ability to professionally and effectively interact with all levels of employee/personnel and customers (internal & external). Must be able to work in a team environment and possess problem solving skills.
• Excellent interpersonal and professional communication skills both written and verbal.  Ability to write routine reports and correspondence and to interpret a variety of instructions furnished in written, verbal, diagram, or schedule form.
• Must be results focused and oriented toward accomplishment of team and organizational goals.  Develop a strong understanding of our customers, processes, products and system tools.
• Ability to solve practical problems and deal with a variety of factors in situations where limited standardization exists.  Must be able to work flexible hours to include overtime when needed.
• Familiarity with ERP/MRP order processing systems, SAP preferred
• Familiarity with CRM system such as SalesForce, SAP CRM, Clarify, Siebel, etc. preferred
• Ability to compute rate, ratio, and percent and to create and interpret bar graphs

If you think you have what it takes, but don't necessarily meet every single point on the job description, please apply! 

Where and how you will work 

The opportunity will be based in Chicago,IL with hybrid working arrangements available through our Smart working model which allows you a greater choice in how you work and live, giving you a better work-life balance. 

What we would like to offer you! 

The opportunity to develop your career on a global stage, continuous learning through an on-demand learning platform, and a competitive compensation package including staff discounts, generous family leave policy, health & dental plan, competitive salary, 401K. 

About Glanbia 

The Glanbia Group comprises three divisions: Glanbia Performance Nutrition, Glanbia Nutritional's, and Joint Ventures. Collectively and with our partners we offer an incredible breadth of expertise in nutrition. We employ a team of 6,000 people, work with global food and beverage companies, and sell our award-winning and market-leading products in 130 countries worldwide. 

At Glanbia, we celebrate diversity, because we know that our individual strengths make us stronger together. We welcome and encourage interest from a variety of candidates, 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 celebrates individuality, knowing that together we are more.