Job description

Company Description
Glanbia is a global nutrition company, grounded in science and nature and dedicated to providing better nutrition for every step of life’s journey. The company takes pure and clean ingredients including milk, whey and grains and using expert knowledge and capabilities produces high quality nutritional ingredients and branded consumer products for customers and consumers worldwide.

Glanbia Performance Nutrition is a wholly owned subsidiary of Glanbia located in Downers Grove, Illinois. GPN’s brand portfolio consists of – Optimum Nutrition, BSN, Isopure, Think!, Nutramino ABB, Body & Fit, Amazing Grass and SlimFast, each with its own brand essence. GPN manufactures and markets the full range of performance nutrition and lifestyle products including protein, pre-workout, muscle gainers, ready-to-eat snacks and general health. Products are sold through a variety of channels including specialty retail, the internet, gyms and FDM in a variety of formats including powders, bars and Ready-to-Drink beverages. GPN has a global and expanding footprint with a current in-market presence in 24 countries.

Job Summary
Represents first consumer experience for business via traditional Consumer Affairs channels/answers inquiries via email, phones, and chat; complaint intake & resolution management; supports D2C inquires; supports monthly reporting and contributes to the product knowledge hub.

Job Functions:
Effectively and accurately engages with consumers through phone calls, chat and email regarding product characteristics, ingredients, function etc., and facilitates resolution.
Supports D2C Sales (consumer inquiries, back office, investigation, trends, reports, troubleshooting)
Provides exceptional service to all internal and external customers.
Adheres and contributes to defining processes that produce best-in-class consumer engagement experiences, focusing on constant improvement and a value-based approach.
Ability to explore creative ways to successfully drive consumer engagement that will lead team to improved customer satisfaction.
Navigates Q&A for all brands while being an expert in one of the following, assigned categories of GPN brands: Lifestyle, Weight Management or Sports Nutrition.
Documents all consumer complaints (Regular and Serious/Adverse Events), initiates the complaint intake process to escalate to manufacturing and quality, and maintains the consumer relationship until complaint closure.
Stays current on existing, next-generation and innovation products through module attendance and application.
Utilizes SAP for order processing, management and investigating.
Contributes to delivering department KPIs.
Additional duties may include but are not limited to Ad-Hoc consumer trend/complaint analysis, coordinating competitive intelligence, reporting, and cross-functional projects.
Plays an integral role in issues/crisis management team and traceability scenarios.
Builds relationships with internal stakeholders to ensure business continuity.
Handles sensitive information with the highest degree of integrity and confidentiality.

Knowledge, Skills and Abilities:
Detail oriented and exceptionally thorough
Must have exceptional communication and listening skills
Must be proficient with Microsoft programs, especially Outlook
General understanding of SAP and Business Objects is a plus
Experience with consumer inquiry solutions/ticketing systems
Solution mindset; identify issues as they arise and mitigating actions
Expresses team mentality and readiness to jump in to help where skill set is needed

Decision Making/ Problem Solving:
Presents and elevates business issues discovered through consumer and retailer feedback.
Creates SOP’s and new work flows for the integration of global commercial issues.
Acts as primary decision maker for Fraud criteria regarding D2C sales.

Education/Experience:
Bachelor’s degree or commiserate work experience
One to three years of relevant work experience
Experience in the health & wellness industry or CPG industry a plus
Strong written and verbal communication (bilingual is a plus)
Must be able to handle stressful situations and have high-level problem-solving skills

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, protected veteran status, or disability status.

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

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