**Customer Service - Order Management Specialist**

**Location:** Chicago, IL, US, 60606 Supports order management processes & activities for Glanbia Nutritionals sales organizations worldwide

Requires engagement in all customer service projects, escalations and investigations

Must be able to resolve significant business challenges using independent judgment while balancing the customers request and Glanbias values

Accountable to provide timely escalation support

Possesses a strong understanding of the manufacturing supply chain and contract manufacturing (CM) supply/ship process

Monitors team orders from creation to delivery and works with production, quality, supply chain and other functions to avoid delays/customer disruption

Builds quality, long-lasting business relationships with internal & external customers

Ensure order management reports are reviewed daily and proper action is taken to resolve order issues

Is a part of the global governance team which reviews customer orders and sales data monthly

Performs incident management of business impacts and root-cause investigation to identify solutions and implements process changes where needed.

Participates in all business relevant meetings and investigations as a top priority

Understand sales objectives and goals to assist with deliverables and driving revenue

Work with Sales Managers and customers as needed with budgeted forecasted manufacturing volumes as relates to order management.

Works side-by-side with sales teams to support all levels of Order-to-Cash requirements

Work with Sales and customers on an as-needed basis assisting with budgeted forecasted product volumes as relates to product availability and order management

Provided weekly status reports for sales and administration

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

Confirm/acknowledge 100% of orders confirmed within 24 hours

Data accuracy goals >98% of orders error free (strive for zero)

Adhere to all other service metrics, such as SAP audit trail compliance (order status text) and timely complaint resolution

Respond to order status inquiries in a timely manner and if delayed, update the customer and/or sales team appropriately

Quickly adapt to business needs and requirements as they change

* ***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.

Familiarity with ERP/MRP order processing systems, 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