What are the responsibilities and job description for the Customer Service Manager position at Ornua Co-operative Limited?
Job Title: Customer Service Manager
Reports to: VP of Supply Chain, OFNA
Location: Evanston, IL, USA
_____________________________________________________________________
Company Background
Ornua is a dairy co-operative which sells dairy products on behalf of its members, Ireland’s dairy processors and, in turn, Irish dairy farmers. It is Ireland’s largest exporter of Irish dairy products, exporting to 110 countries worldwide. Headquartered in Dublin, Ornua has annualised sales of over €3.5 billion and a global team of 3,000 employees.
Ornua is structured across two divisions: Ornua Foods and Ornua Ingredients. We operate from 10 business units worldwide, including 16 production facilities, and has sales and marketing teams working in-market across the globe in Africa, Asia, Germany, Ireland, the Middle East, Spain, the UK, and the US.
You may know us by our brands Kerrygold, Dubliner, Pilgrim’s Choice, Avantage, Forto, and BEO.
Ornua Foods North America is based in Evanston, Illinois and we market and sell Kerrygold butter and cheese in the North American market. We are the number two butter brand in the US and the number one in the specialty cheese market.
Ornua’s Values
At Ornua, our Values lie at the core of everything that we do and how we behave both individually and as a business. Our five values, and their underlying behaviours, encourage us to Seek and Embrace New Ideas , Make It Happen , Be Our True Selves , Show You Care and Achieve Great Things Together.
Ornua’s Growth
At Ornua, our co-operative ethos lies at the heart of how we do business. We care passionately about driving sustainable, profitable growth, underpinned by our ambitious ‘Growing For Good’ strategy. We have delivered significant growth in our core business and enhanced our footprint with a major acquisition in the USA. Ornua continues to grow strength by strength with bold plans to enhance the value created for our shareholders.
Why This Role is Valuable
The Ornua Foods North America Customer Service team is moving from a focus on order fulfilment and customer service, to engaging in full customer relationship management.
This role will work with the Sales Team to build relationships with key customers, develop and implement improved ways of working, in a way that optimizes the customer experience with a focus on creating process efficient/cost effective ways of working. Whilst continuing to ensure excellent On Time In Full (OTIF) performance.
Key Areas of Responsibility
Recruit, train, coach and lead team to properly provide excellent customer service and to manage close customer relationships.
Develop and manage relationships with customer fulfilment counterparts to improve order patterns and OTIF, while discovering and eliminating root causes of recurring issues.
Develop improved ways of working with key customers, implementing them into standard working practices.
Delivering on Supply Chain Team’s objectives, goals, and strategies (OTIF, vendor scorecards).
Leading and assisting team of Customer Service Representatives to:
process customer orders, returns, claims, queries, etc. in a timely manner.
arrange transportation and liaise with warehouses.
troubleshoot orders/situations that require escalation/special handling.
Ensure that formal Standard Operating Procedures exist for Customer Service processes, seeking opportunities to continuously improve such processes especially those with cost saving potential.
Collaborate with internal supply chain team on demand and supply issues.
Provide timely and proactive communication on product supply and service information to cross functional teams.
Oversee customer issues and identify trends to ensure effective short and long-term problem resolution.
Checking and approving of invoices and return/credit processing.
Key Requirements:
Degree in Supply Chain, Operations or related discipline preferred.
At least 3 years’ experience in customer service building the desired customer relationships, ideally in dairy and/or CPG industry.
At least 2 years’ experience managing a customer service team.
Intermediate/advanced knowledge of MS office applications (Excel, Word, PowerPoint, Outlook, and Internet).
Experience with ERP Systems (Infor M3), EDI, Salesforce and of using third party portals preferred.
Strong interpersonal and communication skills for effective relationship management with internal/external stakeholders.
Ability to communicate ‘data’ as ‘information’ to a wide audience.
Work on own initiative to resolve issues and to recommend process improvements.
Proven time management skills with the ability to organize and manage multiple priorities and meet deadlines.
Strong analytical and problem-solving skills, ability to present data as information to a wide audience.
Awareness of food traceability requirements.
Working knowledge of US product data requirements (GTIN / UPC / EAN codes).
#HYBRID
Reports to: VP of Supply Chain, OFNA
Location: Evanston, IL, USA
_____________________________________________________________________
Company Background
Ornua is a dairy co-operative which sells dairy products on behalf of its members, Ireland’s dairy processors and, in turn, Irish dairy farmers. It is Ireland’s largest exporter of Irish dairy products, exporting to 110 countries worldwide. Headquartered in Dublin, Ornua has annualised sales of over €3.5 billion and a global team of 3,000 employees.
Ornua is structured across two divisions: Ornua Foods and Ornua Ingredients. We operate from 10 business units worldwide, including 16 production facilities, and has sales and marketing teams working in-market across the globe in Africa, Asia, Germany, Ireland, the Middle East, Spain, the UK, and the US.
You may know us by our brands Kerrygold, Dubliner, Pilgrim’s Choice, Avantage, Forto, and BEO.
Ornua Foods North America is based in Evanston, Illinois and we market and sell Kerrygold butter and cheese in the North American market. We are the number two butter brand in the US and the number one in the specialty cheese market.
Ornua’s Values
At Ornua, our Values lie at the core of everything that we do and how we behave both individually and as a business. Our five values, and their underlying behaviours, encourage us to Seek and Embrace New Ideas , Make It Happen , Be Our True Selves , Show You Care and Achieve Great Things Together.
Ornua’s Growth
At Ornua, our co-operative ethos lies at the heart of how we do business. We care passionately about driving sustainable, profitable growth, underpinned by our ambitious ‘Growing For Good’ strategy. We have delivered significant growth in our core business and enhanced our footprint with a major acquisition in the USA. Ornua continues to grow strength by strength with bold plans to enhance the value created for our shareholders.
Why This Role is Valuable
The Ornua Foods North America Customer Service team is moving from a focus on order fulfilment and customer service, to engaging in full customer relationship management.
This role will work with the Sales Team to build relationships with key customers, develop and implement improved ways of working, in a way that optimizes the customer experience with a focus on creating process efficient/cost effective ways of working. Whilst continuing to ensure excellent On Time In Full (OTIF) performance.
Key Areas of Responsibility
Recruit, train, coach and lead team to properly provide excellent customer service and to manage close customer relationships.
Develop and manage relationships with customer fulfilment counterparts to improve order patterns and OTIF, while discovering and eliminating root causes of recurring issues.
Develop improved ways of working with key customers, implementing them into standard working practices.
Delivering on Supply Chain Team’s objectives, goals, and strategies (OTIF, vendor scorecards).
Leading and assisting team of Customer Service Representatives to:
process customer orders, returns, claims, queries, etc. in a timely manner.
arrange transportation and liaise with warehouses.
troubleshoot orders/situations that require escalation/special handling.
Ensure that formal Standard Operating Procedures exist for Customer Service processes, seeking opportunities to continuously improve such processes especially those with cost saving potential.
Collaborate with internal supply chain team on demand and supply issues.
Provide timely and proactive communication on product supply and service information to cross functional teams.
Oversee customer issues and identify trends to ensure effective short and long-term problem resolution.
Checking and approving of invoices and return/credit processing.
Key Requirements:
Degree in Supply Chain, Operations or related discipline preferred.
At least 3 years’ experience in customer service building the desired customer relationships, ideally in dairy and/or CPG industry.
At least 2 years’ experience managing a customer service team.
Intermediate/advanced knowledge of MS office applications (Excel, Word, PowerPoint, Outlook, and Internet).
Experience with ERP Systems (Infor M3), EDI, Salesforce and of using third party portals preferred.
Strong interpersonal and communication skills for effective relationship management with internal/external stakeholders.
Ability to communicate ‘data’ as ‘information’ to a wide audience.
Work on own initiative to resolve issues and to recommend process improvements.
Proven time management skills with the ability to organize and manage multiple priorities and meet deadlines.
Strong analytical and problem-solving skills, ability to present data as information to a wide audience.
Awareness of food traceability requirements.
Working knowledge of US product data requirements (GTIN / UPC / EAN codes).
#HYBRID
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