Customer Service Master Data Specialist

Customer Service Master Data 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. Performs activities required to create, change, validate and maintain customer, product & vendor master data. Completes all inquiries from the internal and external customers in a manner that meets or exceeds expectations and drives a dynamic customer experience. Must work independently, relying on verbal, written and/or system generated (CRM) workflow. 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".

Essential Functions Responsibilities:

• Performs activities related to master data management including: Review, validate and execute global master data requests in a multi-system environment Supports Glanbia Nutritionals sales organizations globally Performs changes to master data following established processes including but not limited to create, change, extend, block/unblock, activate/deactivate or otherwise modify master data Responsible for the maintenance of data in SAP to include product listings/exclusions, outputs, batch search strategy, partner records and other master data elements Perform basic reporting & analysis of large data sets to identify and correct gaps & inconsistencies Generate SAP, CRM or Business Objects reports as required Provide accurate responses within SLA's to all inquiries, requests, complaints and investigations Identify and report non-compliance, corrupt/missing data or risks that impact operational integrity Create and distribute mass customer communications including product changes Maintains current customer contact list and looks to automate & personalize mass mailing function Provide service for non-order entry requests including, but not limited to, product documentation, specifications, certificates, questionnaires, and all other master data requirements Provides marketing materials & sample products as needed. Enter sample requests into CRM Work with new (or reactivated) customers to complete onboarding requirements while following proper procedures to load the data right the first time into SAP Facilitates and completes the credit application process Works with Shared Services and Sales team to facilitate credit limit requirements Obtains tax certificates and manage any issues with the tax setup end to end Collaborate with Quality, R&D & Procurement teams to create, maintain customer specific COA (Certificate of Analysis) and Product Specifications 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 Obtain defined pricing and update SAP records to include contracts Handle "first-time" customer calls by capturing relevant information to be forwarded to sales Works side by side with sales teams to support all levels of Order-to-Cash requirements Meet key metrics for master data accuracy including but not limited to: CRM goals >90% SLA adherence EOM audit error reporting compliance (strive for zero) Validate order pricing using variance report and ensure accurate invoice generation Respond to document requests in a timely manner and if delayed, update the customer and/or sales team on a weekly basis Quickly adapt to business needs and requirements as they change

Qualifications:

• Education, Training: Associate's degree and/or a minimum of 4 years' experience in business administration and/or customer service
• Experience Required: Previous experience in a business-to-business environment is preferred
• Knowledge, Skills & Competencies: Plans and Aligns: Excellent organizational and time management skills. Action Oriented: Must be able to prioritize, organize and work independently with minimal supervision and remain productive at all times. Collaborates: Ability to professionally and effectively interact with all levels of employee/personnel and customers (internal & external). Communicates Effectively: Excellent interpersonal and professional communication skills both written and verbal. Drives Results: 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. Situational Adaptability: 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. Language, Computer & Numeracy: Familiarity with ERP/MRP system, 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 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%)