Customer Service Supervisor

2 weeks ago

Montreal, Quebec, Canada Glanbia Foods Full time
(BI-LINGUAL FRENCH)

Location:
Montreal / St. Hubert, Quebec


At Glanbia Nutritionals Inc., we co-innovate and deliver flavor & 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.


JOB SUMMARY

The Customer Service Supervisor is responsible for supervising employees, processes and activities to make it easier for customers, sales managers, and suppliers to do business with Glanbia.

This position requires French language skills in support of French-Canadian customers and legal requirements in the Canadian provice of Quebec.

It is also accountable for the performance of the Foodarom Customer Service team members located in both US & Canada.

This individual ensures delivery of world class service to our flavors customers in the food & nutrition industries. Which includes timely and accurate processing of customer requests, queries and complaints. Will demonstrate leadership through ownership and accountability of departmental day to day tasks, key initiatives and projects.

This position ensures customer satisfaction, employee engagement and will have the interest, acumen and 'can do' attitude to learn, drive performance, focus on continuous improvement opportunities and work across the organization in a dynamic environment.

This position performs relationship management, escalation support, conflict resolution and exercises discretion and independent judgement while resolving complex customer service matters.

Proactively identifies process opportunities and executes and implements improvement solutions 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:


Supervises employees in US & Canada and supports international customers and business partners in French & English speaking territories (requires fluency in both French and English).

Accountable for the day-to-day Customer Service employees, activities & processes.
Serves as the single point of contact to resolve escalations and complex interactions with employees, internal & external customers and 3rd parties as required
Performs complaint management to ensure timely completion and pro-active communication to internal teams and/or external customers
Supervises, leads and coaches CS employees to achieve core KPI's as well as timecard administration, performance feedback, employee guidance and development plans
Monitor CS Team orders from creation to delivery and work with production, quality, supply chain, logistics, finance and other functions using reports and attending relevant meetings
Establish business relationships across the organization that instill trust and demonstrate integrity while serving as the customer advocate
Seek and provide fact-based insights verbally or documented regarding productivity and effectiveness relating to Customer Service escalations and complaints
Manage customer complaints with a focus on identifying root cause and collaborating with colleagues aiming to prevent future occurrences and improve time to resolution
Ensures compliance to standard ISO or company specific data requirements across Glanbia
Accountable to provide timely escalation support (across time zones) where business critical risks exist such as financial, reputational, sustainability or compliance is required
Collaborate with and enable the Sales teams to drive value and increase business opportunities
Ensure success of key CS metrics for Order Management and Master Data

Collaborates with other Customer Service leaders to determine team and individual goals and is responsible for performance of CS team in attaining set goals.


Minimal travel requirements (10%): Must be able to travel on location to Glanbia offices worldwide and observe flexible work hours per business needs

Delivering on Glanbia's Values:

"Showing Respect" - Research issues & incidents with employees, business partners and customers in a collaborative manner that includes professional, honest and transparent communication.
"Find a Better Way" - Work with internal and external teams to implement process improvements and/or procedural changes that eliminate non-value added activities and drive more business value.
"Winning Together" - Provide support for CS team members as well as support all Glanbia employ

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