Sr. Customer Service Representative

Date: Oct 1, 2021

Location: Evanston, United States

Company: Ornua Co-operative Limited

Job Title:        Senior Customer Service Representative
Reports to:     Customer Service Supervisor
Location:        Evanston, Illinois

About Ornua

Ornua is a dairy co-operative which sells dairy products on behalf of Irish dairy farmers. We are Ireland’s largest exporter of Irish dairy products, exporting to 110 countries worldwide. Headquartered in Dublin, we have annualized sales of over €2.3 billion and a global team of 2,400 employees. Ornua operates from 10 business units worldwide, including 13 production facilities, and has sales and marketing teams working in-market across all four corners of the globe. 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 Foods North America is responsible for the Sales and Marketing of a range of Kerrygold butter and cheese products in the United States, Canada and Latin American markets. We are the number two butter brand in the US and number one in the specialty cheese market.  Ornua Foods North America’s head office is based in Evanston, Illinois.


Role Summary:

The role of the Senior Customer Service Representative is to provide a high level of customer service to assigned Ornua Foods North America customers with a focus on strategic planning, analysis and driving initiatives to completion.

Key Areas of Responsibility:

•    Customer Relationship and Order Management – end to end full service for key accounts 
•    Responsible for supporting, managing requests/problems and inquiries for specified accounts
•    Liaising with 3rd party warehouses, brokers and logistics personnel to handle and resolve customer issues
•    "On Time In Full’ and scorecard maintenance - providing regular reporting, and ongoing partnership with internal/external parties to manage scorecard expectations
•    Managing of late fees and deductions as it pertains to supply chain related charges.  
•    Overage, shortage and damage/deduction management for set accounts
•    Process Customer Return to stocks and Customer Price only credits and debits
•    Provide supporting documents to initiate carrier claims for damaged or lost product
•    Assist Inventory Analyst in resolving inventory reconciliation issues
•    Provide back-up support for other Customer Service Representatives
•    Participate in weekly key account meetings, provide analysis/reporting when needed, along with strategic planning initiatives driving those improvements to completion 
•    Participate in Weekly Supply Chain Review Meetings
•    Cut and Wrap label management – includes but not limited to managing label budget, handle customer and sales label requests in an efficient manner, work with print company and marketing team on label revisions/updates


Key Requirements

•    3 to 5 years’ experience in customer service
•    Associate degree with a focus in business or communications preferred
•    Experience in a consumer-packaged goods environment preferred
•    Proficiency in Microsoft Office applications (Excel, Word, Outlook, and Internet Explorer)
•    Ability to work closely within a team environment, as well as work individually, with little supervision
•    Experience with ERP Systems (Infor M3 ideally)
•    Ability to manage multiple priorities
•    High level of professionalism
•    Effective and clear communicator
•    Attention to detail
•    Proactive mindset
•    Strong analytical and problem solver skills


Benefits & Perks of Working for 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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