Customer Service Representative

Job Summary

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.

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