Customer Service Representative

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.

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.

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.

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.

Provide operational and coordination support for marketing events, exhibitions, and trade shows.

Undertake additional tasks and responsibilities as assigned by the line manager from time to time.

Bachelor’s degree in Supply Chain, Logistics, or a related field (preferred).

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.

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.

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.

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.