Customer Service Specialist

Company Background

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. Founded in 1961, the Ornua Co-operative has become Ireland’s largest exporter of Irish dairy products, exporting to 110 countries worldwide. Headquartered in Dublin, it has annualised sales of over $4.3 billion and a global team of 2,900 employees.

Ornua operates from 10 global business units, including 13 production facilities located worldwide.

The Ornua family is structured across two divisions:
Ornua Foods is responsible for the marketing and sales of Ornua’s consumer brands including Kerrygold, Dubliner, Pilgrims Choice, Forto and BEO. Ornua Ingredients is responsible for the procurement of Irish and non-Irish dairy products and for the sale of ingredients to food manufacturing and food service customers around the world.

Ornua Ingredients North America is the largest of the four global Ornua Ingredients organisations worldwide, with USA-based processing and innovation that services customers across the western hemisphere.

• Seek and Embrace New Ideas
• Make It Happen
• Be Our True Selves
• Show You Care
• Achieve Great Things Together

At Ornua, our co-operative ethos lies at the heart of how we do business. We care passionately about driving sustainable, profitable growth, underpinned by our ambitious ‘Path to Prosper’ strategy. We have delivered significant growth in our core business, and we have ambitious plans for continued growth over the next five years.

The Customer Service Specialist provides a service to our customers through transactional and operational excellence to ensure customer’s expectations are met or exceeded. Ability to work independently with minimal supervision performing a variety of customer service tasks. This role requires good follow through on order details as well as strong communication, organizational, multi-tasking and interpersonal skills. This role requires a person with a positive attitude that is responsive to customers while working collectively with Sales Managers and numerous internal departments.

Monday - Friday 7:30am to 4:30pm, overtime as necessary

• Responsible for the review and entry of assigned customer orders ensuring all information is complete including delivery date, pricing, shipping method, and payment terms and verifies that all associated paperwork has been collected
• Acknowledge orders via email within 24 hours of receipt of PO# when applicable
• Notify customer of any known order delays and provide updates
• Acts as the point of contact for customer questions including product availability, pricing, product returns, shipment status
• Open/Log customer complaints in Salesforce and drive updates for timely resolution
• Provides the customer with all required shipping documents including Certificate of Analysis and all other system generated documentation
• Completes regular system integrity reviews to ensure accuracy for all customer account information
• Maintain customer contact list
• Interacts with various departments such as Supply Chain Planning, Quality Assurance, Distribution, Sales, Logistics, Warehouse, etc., to ensure customer and company requirements are met
• Ability to effectively act as liaison between sales and production
• Attend meetings and complete safety trainings as required
• Actively contributes to the evaluation and continuous improvement of customer services, policies, and procedures
• Consistently demonstrate professional, positive, and approachable attitude, demeanor and discretion
• Any / all other duties as required
• Consistently demonstrate Ornua values

• Knowledge of order entry methods and techniques. Proven data entry skills.
• Good computer skills including current version of Windows, MS Office (Word, Excel, Outlook, Team), CRM and Dynamics SL
• Experience involving customer contact and resolution of customer difficulties is essential.
• Excellent communications skills and attention to detail in order processing and customer communication.
• The position requires strong problem solving and analytical…