Customer Service Supervisor

Date: Nov 22, 2021

Location: Evanston, United States

Company: Ornua Co-operative Limited

Job Title:        Customer Service Supervisor
Reports to:     Supply Chain Manager
Location:        Evanston, Illinois

About Ornua

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, it has annualised sales of over €2.3 billion and a global team of 2,850 employees.  Ornua operates from 10 business units worldwide, including 16 production facilities, and has sales and marketing teams working in-market across all four corners of the globe. 

The Group is structured across two divisions: Ornua Foods and Ornua Ingredients. 


Ornua Foods is responsible for the marketing and sales of Ornua’s consumer brands including Kerrygold, Dubliner, Pilgrims Choice, Kerrygold Avantage, Forto, and BEO.  Markets are served by production facilities and in-market sales and marketing teams in Africa, Asia, Germany, Ireland, the UK, the rest of Europe, the Middle East, and the US. Ornua Ingredients is responsible for the procurement of Irish and non-Irish dairy products and for the sale of dairy ingredients to food manufacturing and foodservice customers across the world.  Ornua Ingredients is also responsible for managing volatility through de-risking and trading strategies. The business is supported by production facilities in Saudi Arabia, Spain, the UK, the US and by in-market teams in Africa and the Middle East.


Growth for Good
Ornua is the home of Irish dairy. Our cooperative ethos is at the heart of who we are and how we do business.  Our global success would not be possible without the close collaboration, care, and commitment of our 2,400 strong team.  Ornua cares about building sustainable livelihoods for all our people, who in turn care about driving sustainable profits for our co-op members and the Irish dairy farming families we proudly represent.  

Ornua 2025 is our strategic plan that will help realise our vision for growth in the next five years. It outlines what we will do well, what we will do with the profits we generate, and what additional services we will provide to our members. We will be guided by 3 guiding principles; focus, simplicity and adding value to our volume and we will clearly define what market we will play in. 

Together, we will grow for good – creating value for our Irish farming families and for our 2,400 strong, committed, and proud global team.  We want to find people that understand and work With Heart, With Thought, With Vision, and With Drive – Ornua’s core values. 


Role Summery:

The role of the Customer service Supervisor is to manage the customer service team ensuring high levels of service to internal and external stakeholders, while being responsible for managing supply chain relationships in a way that optimizes the customer experience with a focus on creating process efficient/cost effective ways of working.


Key Areas of Responsibility:

•    Delivering on Supply Chain Team’s objectives, goals, and strategies (OTIF, vendor scorecard) 
•    Directing the team of customer service representatives to receive and process customer orders, returns, claims etc. arrange transportation and handle queries from customers and the sales team.  Assisting them in the troubleshooting of orders/situations that require escalation/special handling.  
•    Coaching, training, and performance evaluation of customer service team
•    Ensuring that formal SOP’s exist for Supply Chain process’ and seek opportunities to continuously improve such processes especially those that have cost saving potential
•    Supporting and providing customer service hands on cover as and when needed
•    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
•    Serve as liaison for customer service with 3rd party providers such as warehousing, logistics, EDI and brokers.
•    Build and manage strong partnerships with 3rd party providers to deliver on Supply Chain objectives 
•    Recognize and respond to changes in demand capacity constraints and market trends and plan accordingly to minimize disruptions while continuing to meet customer satisfaction
•    Checking and approving of invoices and return/credit processing


Key Requirements:

•    Associate degree with a focus in supply chain preferred
•    At least 3 years’ experience in supply chain management and/or customer service, customer logistics ideally in dairy and/or CPG industry
•    At least 2 years of supervisory experience managing a team
•    Intermediate/advanced knowledge of MS office applications (Excel, Word, PowerPoint, Outlook, and Internet 
•    Experience with ERP Systems (Infor, M3), EDI and of using third party portals preferred
•    Strong interpersonal and communication skills for effective relationship management with internal/external stakeholders
•    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

Ornua Competencies:

WORKING TOGETHER: Encourages co-operation in own team and supports cross-functional working. 

OWNERSHIP:  Clarifies accountabilities, overlaps, and gaps, and helps others remain motivated through difficult times. 

RIGOUR: For projects that involve others applies effective professional skill, analysis and decision making, and planning and reviewing. 

FORWARD LOOKING: Helps others to accept change, implements change, and looks ahead to anticipate change. 


Benefits & Perks of Working at Ornua:
•    160 hours (20 days) of PTO starting
•    Heavily subsidized benefits effective from day 1
•    Dynamic/flexible working options
•    Annual fitness reimbursement
•    Family friendly paid leave policies

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