Order Management Specialist

Order Management Specialist

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 life cycle of the order and is responsible for handling complex issues throughout the order fulfillment process. Proactively identifies opportunities and suggests improvements 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 order management including :
• Possess or develop a strong understanding of the manufacturing supply chain and contract manufacturing (CM) supply / ship process
• Ensure all orders and order change requests are processed accurately and in a timely manner
• Ensure order accuracy by following established department policies and procedures
• Determine accurate ship and delivery dates based on system-generated commitment dates, 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 delivery 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 delivery commitments are attained and a high level of customer satisfaction is maintained
• Qualify and process customer complaints using our CRM application
• Build quality, long-lasting business relationships with customers, sales, supply chain, finance, quality assurance, and administrative support departments / personnel
• Ensure order management reports are reviewed daily and proper action is taken to resolve order issues (Reports : DPM, open order, billings due, blocked orders, incomplete orders, etc.)
• Coordinate with supply chain, production, quality, finance, and sales on the following matters :
• Order status, requests to expedite / prioritize orders, special shipping instructions, contracts, credit issues, pricing discrepancies, product availability
• Verify that orders will be allocated and ready in timely manner
• Resolve shipment issues due to incorrect, missing, and / or damaged product
• Process requests for shipped order COA, BOL, proof-of-delivery, and shipment tracking
• 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
• Work with Sales Managers and customers as needed with budgeted forecasted product volumes as relates to product availability and order management.
• Support assigned sales managers / customers, regularly communicating status and important issues
• Works side by side with sales teams to support all levels of Order-to-Cash requirements
• Manage invoicing and customer accounts :
• 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
• Meet 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 (strive for zero)

Delivering on Glanbia's Values :

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 :

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

General office activities in a corporate setting

May be exposed to moderate noise levels (i.e. office equipment, light traffic)

Infrequent domestic travel required (up to 5%)

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.

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.

Nearest Major Market : Chicago