Glanbia
Website:
glanbia.com
Job details:
Job description:
Customer Service Representative (India)
Location: Powai - Mumbai, MH, IN.
Overall Responsibility / Job Purpose
- Collaborate effectively with Sales, Marketing, Finance, Quality Assurance, and other cross-functional teams to deliver world-class customer service.
- Serve as a single point of contact for both internal and external customers, ensuring seamless and efficient business interactions with Glanbia.
- Support customers across the full product portfolio, with special focus on premix business, including proteins, grains, flavors, nutritional ingredients, and customized solutions.
- Manage and respond to all customer inquiries promptly, accurately, and in a manner that meets or exceeds customer expectations.
- Drive a positive and dynamic customer experience through effective communication and problem resolution.
- Oversee and support the complete order lifecycle, including order entry, processing, tracking, and fulfillment.
- Handle complex customer issues and exceptions during the order fulfillment process with a solution-oriented approach.
- Coordinate with internal stakeholders to ensure timely resolution of customer concerns and smooth order execution.
- Continuously monitor service quality and identify opportunities to enhance customer satisfaction and operational efficiency.
- Proactively recommend process improvements that create value for both Glanbia and its customers.
Key Tasks and Responsibilities
Order Management & Processing
- Process sales orders, return orders, credit notes, and debit notes accurately in SAP.
- Assist in setting up new customer accounts in line with company policies and procedures.
- Receive, review, and process customer orders efficiently while ensuring compliance with established processes and timelines.
- Manage urgent or priority order releases as required to meet business needs.
- Provide internal default specifications and coordinate with Quality Assurance and customers to resolve any discrepancies until final sign-off.
- Collaborate closely with US, EU, and Asia Pacific teams to ensure timely order allocation, shipment booking, and dispatch as per agreed schedules.
- Proactively communicate with customers regarding order status, delays, or shipment changes.
- Support customers with documentation requirements, including Letters of Credit (LC), labeling, and special logistics or loading needs.
- Assist customers with labeling requirements, import permits, and provide guidance for customs clearance where applicable.
- Monitor and follow up on overdue payments in coordination with the Finance team.
- Prepare and maintain daily open order reports to effectively track and manage the order pipeline.
- Conduct regular warehouse visits to supervise domestic dispatches, repacking/reorganization of import shipments, and ensure smooth execution of dispatch activities.
- Track both import and domestic shipments and provide timely updates to relevant stakeholders.
Customer Complaint Management
- Ensure all customer complaints are clearly understood, properly documented, and recorded in the CRM system with supporting evidence.
- Coordinate with internal stakeholders (Quality, Sales, Operations) to investigate and resolve complaints efficiently.
- Maintain continuous follow-up with customers and internal teams until resolution, ensuring customer satisfaction.
- Provide timely updates to customers on complaint status and progress until closure.
Commercial & Customer Support
- Support the commercial team in building and maintaining strong customer relationships.
- Respond to customer inquiries by providing accurate information on products, services, and relevant documentation (e.g., quotations, contracts, technical data).
- Collect demand forecasts (especially for key accounts) and coordinate with Planning to ensure timely order placement and fulfillment.
- Communicate with Planning Managers regarding any changes to agreed shipment timelines.
- Assist in organizing and supporting trade shows, promotions, and customer engagement events.
- Provide translation support for regulatory or customer-required documents (e.g., GB methods) as needed.
- Support business development initiatives and distributors in driving secondary sales.
Logistics, Samples & Inventory Management
- Maintain databases using Microsoft Office tools for import shipments, secondary sales, outstanding payments, and other business requirements.
- Maintain and update customer master data in ERP systems.
- Request and manage promotional sample orders from global manufacturing locations via ERP.
- Coordinate import and customs clearance of promotional samples into India.
- Maintain inventory of promotional samples at the India office, including stock tracking and storage.
- Handle packing, repacking (if required), and dispatch of samples to customers, including urgent hand deliveries when necessary.
- Coordinate with courier and logistics partners for dispatch of samples and commercial shipments.
- Manage third-party warehouse operations, ensuring proper stock levels, storage conditions, and inventory accuracy.
Operations, Compliance & Administration
- Coordinate with printing agencies for promotional materials and office stationery requirements.
- Manage general administrative and back-office operations at the Mumbai office.
- Maintain expense records for administrative activities.
- Arrange travel logistics (air tickets, hotels, local transportation) for company personnel.
- Develop and manage alternative vendors/solutions to ensure smooth operations.
- Coordinate, supervise, and manage relationships with external vendors supporting the business.
- Ensure compliance with FSSAI regulations and other applicable government requirements related to office, warehouse, and operations.
- Work closely with importers/distributors on purchase orders, advance payments, and documentation for regulatory compliance.
- Ensure proper handling and compliance of import documentation.
- Coordinate with Customs House Agents (CHA) for timely clearance of import shipments.
- Track shipment delivery and coordinate with importers and logistics partners to ensure timely delivery to customers.
- Follow up with customers and partners for overdue payments and pending actions.
Events / Shows
- Provide operational and coordination support for marketing events, exhibitions, and trade shows.
General
- Undertake additional tasks and responsibilities as assigned by the line manager from time to time.
Qualifications & Experience Requirements
Education
- Bachelor’s degree in Supply Chain, Logistics, or a related field (preferred).
Experience Required
- 3–5 years of experience in customer service, order management, supply chain, international trade, or a related function.
- Prior experience in the food ingredients industry and/or B2B environment is preferred.
Knowledge, Skills & Abilities
- Quick learner with a strong results-oriented mindset and the ability to adapt in a fast-paced environment.
- Strong command of English, both written and verbal.
- Excellent interpersonal and communication skills, with the ability to collaborate effectively across cross-functional teams and with customers.
- Experience in managing overseas/international customers is an added advantage.
- Working knowledge of ERP/MRP systems (e.g., SAP) for order processing is preferred.
- Proficiency in Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
- Ability to communicate clearly and persuasively in both positive and challenging situations.
- Ability to interact professionally with stakeholders at all organizational levels.
- Strong organizational skills with the ability to manage multiple, changing, and sometimes conflicting priorities while maintaining attention to detail.
- Ability to work independently with minimal supervision while maintaining high productivity.
- Strong team orientation with demonstrated problem-solving capabilities.
- Ability to prepare routine reports, documentation, and correspondence accurately.
Personality & Characteristics
- Positive, resilient, and able to remain calm under pressure or in challenging situations.
- Highly motivated and goal-oriented, with a strong commitment to achieving team and organizational objectives.
Language, Computer & Numeracy
- Proficiency in written and spoken English is essential.
- Strong working knowledge of MS Office tools (Word, Excel, Outlook, PowerPoint).
- Good numerical and analytical skills to support reporting and data tracking activities.
Working Conditions
- Willingness to work flexible hours, including overtime when required to support business needs.
Click on Apply to know more.