Customer Services Advisor

Salary: Between £26,000 and £28,000 per annum depending on experience.

Benefits: 33 days holiday, Staff company shop offering discounted cheese and butter products, Bike and Tech Schemes, Pension, Confidential Employee Assistance, Physio onsite and much more.

Ornua (meaning “new gold”) is Ireland’s largest exporter of Irish dairy products, proudly bringing the unique taste of Irish dairy to the world for over 55 years.

Are you a Customer Service professional looking for the challenge of taking a mission-driven organisation to its next level of success? Are you organised and motivated, with customer service at the heart of everything you do?

Ornua is actively seeking a Customer Service Advisor to join our Customer Service Team. The Customer Service Advisor will play a key role in liaising with customers to provide and process information in response to enquiries, concerns, and requests about products and services, and to provide outstanding customer service to improve customer satisfaction and relationships.

Why Ornua?

• Ornua operates from 10 business units worldwide, including 16 production facilities, and has sales and marketing teams working in-market across all four corners of the globe.
• The Group is structured across two divisions: Ornua Foods and Ornua Ingredients.
• Ornua Ingredients is responsible for the procurement of Irish and non-Irish dairy products and for the sale of dairy ingredients to food manufacturers and foodservice customers across the world.
• Our co-operative ethos lies at the heart of how we do business as a purpose and values-led organisation, creating value for Irish dairy farming families.
• Our Values lie at the core of everything we do. Our five values encourage us to Seek and Embrace New Ideas, Make It Happen, Be Our True Selves, Show You Care, and Achieve Great Things Together.
• We invest in our people and foster a culture of continuous learning and improvement.
• Career Progression including Global Mobility opportunities.
• Comprehensive Benefits with regional specific offerings.

Why This Role Is Valuable:

The Customer Service Advisor is responsible for:

• Assisting in business projects and change initiatives to inspire action and drive operational excellence in Customer Services.
• Engaging in the development of improvements in the effectiveness of Customer Services through contribution to cross-functional working, performance improvement initiatives, and the development of operational processes.
• Delivering customer service excellence to ensure customers receive outstanding service.
• Identifying sales opportunities quickly and supporting business development.
• Receiving calls from Ornua customers, ensuring enquiries and orders are responded to politely, swiftly, and accurately, taking action to deal with complaints and complex issues or ensuring they are directed to the appropriate person for an efficient and positive outcome.
• Actioning product updates, pricing retrieval, and order information changes on the systems, to ensure customers receive the correct order at the right price.
• Monitoring and reporting on contract balances and product order shipments to ensure customers and Account Managers are fully informed and satisfied.
• Inputting customer orders into M3 in a timely manner, ensuring accuracy and completeness of the records.
• Providing administrative support including filing, OTIF reporting, and other ad hoc requirements to ensure information is maintained and accessible.
• Liaising with production planning regarding customer order updates, cancellations, changes of order, and delivery dates.

What You Bring To The Role:

• GCSE English and Maths A-C or equivalent.
• Familiarity with Microsoft Office Suite, in particular Excel.
• Experience working within a Customer Services environment.
• Excellent communication skills, with the ability to take and impart clear and concise information quickly and accurately.

Our interview process is designed to be thorough yet supportive. This process includes an onsite interview to discuss your CV and experience to date, as well as competency-based questions and the opportunity to get a feel for Ornua and the environment in which you will be working.

Ornua has ambitious growth plans and we’re building a team to help enable and accelerate that growth. We are looking for people who share our values, are curious, forward-looking, take ownership, and work together to build a future for themselves and Ornua.

Ornua values diversity and inclusion and welcomes applications from candidates with diverse backgrounds. We also strongly encourage women and other underrepresented groups in the manufacturing industry to apply. Your unique perspectives and experiences are highly valued and will be instrumental in driving our company’s continued success. Join us in shaping a more innovative, inclusive, and sustainable future.