Order Management Specialist

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Reports To: Customer Service Manager/Supervisor

Location: Chicago, IL

At Glanbia Nutritionals Inc., our portfolio centers around dairy and non-dairy nutritional ingredients. We co-innovate and deliver ingredient solutions and precision premixes for use in the mainstream food and beverage, infant and clinical, and functional nutrition markets. We are the number one provider of whey-based nutritional ingredients globally and the number one producer of American-style cheddar cheese. Our protein systems have transformed the bar and beverage categories — bringing increased levels of protein, cleaner labels and greater product functionality to market.

We have a direct presence in 21 countries, with manufacturing facilities in the US, Germany and China, and international sales and technical offices around the world.

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”.

• 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
  • Wo…