Customer Service Representative

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.

At Glanbia, we celebrate diversity, because we know that our individual strengths make us stronger together. We welcome and encourage interest from a wide variety of candidates, and we will give your application consideration, without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, or disability status.

At Glanbia our culture will celebrate individuality, knowing that together we are more.