Customer Service Manager
Glanbia Performance Nutrition
Join this dynamic team focused on delivering better nutrition for every step of life’s journey!
Glanbia Performance Nutrition are the world’s leading premium sports nutrition company with brands such as Nutramino, Optimum Nutrition, BSN, Isopure, Body & Fit, thinkThin and Levlup, each with its own unique brand essence. With over 2,300 employees and a direct presence in 32 countries worldwide, we are a truly global organisation.
We are are a values’ led organisation focused on driving sustainable business performance the right way. From our business model to our culture, we live our values in everything we do. As we continue to build and grow the leading, most innovative kind of performance Nutrition Company, one of our key values is passion for our Customers and Consumers.
With the brightest minds in Commercial, Marketing, Product Supply, Finance, HR and Customer Service who have made us the business we are today, GPN continues to seek out those who are focused on building their career.
Are you ambitious with a “winning together” mindset? A natural collaborator who enjoys taking risks and working in a challenging hyper-growth environment? If the answer is yes, we would love to talk to you about joining GPN.
The Opportunity
We are looking for a Customer Service Team Manager who is passionate about the sports nutrition industry and also able to operate effectively within this scale and pace of change/business growth. Specifically, you will be a key contact for all Customer Supply Related Queries, expedite and capture Customer Orders whilst managing revenue recognition.
Responsible for all internal and external customer orders (Including Export) processed accurately on SAP
Main point of contract for internal and external customers
Help develop and implement a continuous improvement strategy, ensuring customer relationships and experiences are enhanced and reinforce best practices in regards to customer interaction and service
Manage OTIF for high priority customers
Be cost effective and recover costs where possible
Working closely with the Planning Team to ensure highest levels of order fulfilment
Work closely with our 3rd party providers and logistics team to ensure all deliveries are completed on time
Manage relationships with Commercial, Supply Chain and financial teams
Provide leadership, ongoing development, and support the wellbeing of the Customer Service Team
Management of Revenue for Orders per month, half year and year end
Active Participant in ensuring successful Month End, Quarter End and Year End Delivery
Ensure Customer Data is accurate on SAP
Generate and report key metrics & manage relevant department reports
Responsible for accuracy of Open Orders & Revenue Report
Monitor and resolve EDI queries, IDOCs and disputes
Super user for SAP, Business Objects and Excel
Experience of working with Amazon and Amazon chargebacks
Support Head of Customer Operations in all areas of Customer Service
The Skills you will bring to the team
Third level qualification in Business Studies, Customer Services or Supply Chain
Excellent commercial awareness with experience of working within a FMCG or related environment
Ability to manage operational levels of Customer Service, whilst managing numbers and reporting revenue
Proven track record of working in a Customer Service role
Detailed Understanding of key Customer Service Metrics, Processes and Systems
Experience in Change Management and leading others to embrace change
Excellent working knowledge SAP
Knowledge of Export compliance and Export Documentation
Experience of working within manufacturing or a fast-paced environment ideal
Excellent Sales Order Processing and Microsoft Office
Ability to work to tight stressful deadlines.
Ability to handle multiple priorities.
Getting up to speed with the business, its products, and the speed of growth
Partnering with the other departments to achieve results.
Effective change management
To affect the development, improvement and automation required within the department.
Proven interpersonal skills
High energy, high creativity but ability to work through the basics too
Results orientated and creative problem solver
Ability to work under own initiative
Strong motivational skills
Excellent communicator and influencing skills
Ability to work to stretching targets in a dynamic industry
Attention to detail and a customer care focus
Experience in FMCG environment
Experience of working with Amazon and Amazon Chargebacks
Embrace our value ‘Sense of Fun’
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 Dublin, 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 plan, pension.
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, colour, 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.