JOB SUMMARY

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. Ensure immediate and appropriate actions are taken to support our customers and business partners.

• 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). Must be able to work in a team environment and possess problem solving skills.

• Communicates Effectively: 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.

• 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




TYPICAL 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%)








职能类别：客服专员/助理

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