Customer Service Representative

Glanbia•Twin Falls, ID

6d•Onsite

About The Position

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.

Requirements

Associates degree (Bachelors preferred) or a minimum 3 years of experience in customer service, order entry, telemarketing, technical service, or sales required.
Must have proficient personal computer skills (MS Office applications).
Must exhibit a high attention to detail.
Must be self-motivated, have the ability to prioritize and organize with little supervision.
Ability to multi-task.
Exceptional oral, listening, writing, and interpersonal communication skills are required.
Individual must possess good analytical, problem solving, and planning skills.
Individuals will be using telephones, fax equipment, copy machines, and calculators.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions and decimals.

Nice To Haves

Previous customer service experience in a manufacturing business is preferred.
Experience using customer order processing systems (SAP) preferred.

Responsibilities

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.
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 various matters including expediting orders, special shipping instructions, order status, contracts, credit issues, product availability, customer orders/problems/inquiries, and order resolution for shipments due to incorrect, missing, and/or damaged product 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 daily and proper action is taken (Reports: open order, billings due, blocked orders, incomplete orders, etc.).
Work with the finance team to prioritize shipments coming due that are on credit hold.
Resolve invoice pricing discrepancies due to incorrect pricing, discounts, freight charges on shipments, authorizing and processing the appropriate customer credit.
Provide customer credit support by managing product return requests, damage product claims, and issuing customer credits/debits as deemed appropriate.
Project a positive, professional, helpful and knowledgeable image to Glanbia customers, which reflects Glanbia’s commitment to increased customer support and satisfaction.
Continually develop product, process, organization, and systems knowledge by attendance/participation in all training sessions.
Assist with Glanbia’s effort to meet and/or exceed KPI’s to include but not limited to: on-time delivery, perfect order index, order entry on-time rate, order exception rate, and complaint turnover.
Manage time effectively so as to not contribute to overtime, or miss deadlines.
Perform other duties as assigned.
Provide regular feedback, both written and verbal, to ensure management has clear understanding of accomplishment of expectations, accountabilities, activities, and results.
Involve management in order and customer situations where there is concern over the service level being provided, or where additional expertise/assistance is required.
Comply with all safety policies, practices and procedures. Report all unsafe activities to supervisor and/or Human Resources.
Comply with all applicable food safety regulations and mandates (Safe Quality Foods, Food and Drug Admin, Pasteurized Milk Ordinance).
Ability to effectively present information to co-workers and management.
Proficient personal computer skills.
Ability to work with mathematical concepts.
Participate in proactive team efforts to achieve departmental and company goals.
Provide leadership to others through example and sharing of knowledge/skill.
Research issues & incidents with internal teams, business partners and customers in a collaborative manner that includes professional, honest and transparent communication.
Work with internal and external teams to implement process improvements and/or procedural changes that eliminate non-value added activities and drive more business value.
Assist with training of new team members. Facilitate or oversee training and standard operating procedure reviews to ensure new hires develop proficiency of role.
Proactively engage to support our customer needs on an end to end basis and strive to meet or exceed SLA timelines. Take ownership of customer requests and engage with internal teams as needed and within a timely manner.
Meet or exceed all key metrics in line with expectations for role. Continually update knowledge of products, product changes, processes and services offered to deliver a dynamic customer experience.