Joe Zoller Email & Phone Number

Chicago, Illinois, United States

Glanbia Nutritionals manufactures and sells nutritional and functional ingredient solutions to the food, beverage, supplement, and animal nutrition industries. Glanbia Nutritionals is a division of Glanbia plc, a global performance nutrition and ingredients group headquartered in Ireland. Glanbia has over 5,000 employees worldwide, with a direct presence in 29 countries. Glanbia’s products are sold in 130+ countries worldwide.

Greater Chicago Area

Transformation: Set future state vision and centralized Americas Customer Service function augmented with a small virtual team of tenured process specialists. Laid plans for the Global Customer Service center of excellence model. Culture: Set vision and recruited Leadership to establish a new Customer Service Culture that is energized, empowered, challenged and embraces change resulting in enhanced performance. Enterprise Projects: over the course of three years served as the Commercial Work-stream Lead with focus on the standardization and harmonization of the Order to Cash process. Fortunate to be surrounded by a talented and hardworking team that designed, built and implemented enhanced SAP ERP & other enabling systems in the U.S., Canada, Europe, Japan & SE Asia markets. Governance: Established and Chairs a Process Expert Group that governs the OTC process, established and monitors key performance indicators and serves as the gatekeeper on process and SAP & ancillary system change enhancements. Partnered with the Business Intelligence team to develop Analytics Dashboards that established a Global standard and improved reporting efficiency.

Warrenville, Il

Accountable for a large B2B/B2C service delivery team that supports the Americas and Asia-Pacific markets with a portfolio of 9 process delivery lines for 6 business units including Fuels, Castrol Lubricants, Upstream Gas and BP America in a Contact Center environment.• Transitioned Castrol Automotive businesses order fulfillment, billing and sales support from NJ into Chicago’s global shared services unit.• Improved Lubricants order management productivity and effectiveness. Reduced handle times by 20% and improved order process accuracy to a sustained 99+%. • Successfully in-sourced the first global ‘upstream’ service for North American Gas from IBM. • Delivered call center cross-skilled support model. Reduced overhead while improving telephony service by 10%.• Led initiative to improve digital retail sales tax data storage. Reduced operating cost by $150K, improved legal compliance and customer experience. • Led development of a crisis center to manage call volume due to a product quality incident receiving Executive Recognition. Strategy I Growth I Process I Efficiency I Employee Engagement I Customer Experience I Change Management I Risk Management

Warrenville, Il

Accountable for leading a large scale team supporting the B2B customer service and order management process for BP Fuels & Castrol Industrial Lubricants driving upper quartile performance through a data driven approach and continuous process improvements using lean/six sigma methodology. • Integrated Industrial Lubricants’ customer master data, order management, and billing support from business unit implementing and improving KPIs YOY.• Collaborated with the U.K. Customer Service Design Groups’ Siebel CRM Global Template Group on improving work-flow design.• Executive sponsor for outsourcing Industrial Lubes’ cash application process to India. • Relocated processes into Service Center, implemented balanced scorecard, bench-marked data, and laid baseline to measure performance and make improvements.Strategic Implementation I Growth I Performance Mgt I Mentoring & Coaching I Diversity & Inclusion I Stabilization I Relationship Management

Naperville, Il

Accountable for the start-up, stabilization and optimization of order to cash processes that included customer master data, customer care, order fulfillment, contract pricing, excise tax, billing and accounts receivable spanning the contact center and back office operations. • Implemented start-up strategy that included recruiting over cross functional 100 new team members.• Transitioned services from CA, IA, TX and IL. • Removed and transitioned Commercial Sales Support services from business unit resulting in $375K cost reduction.• Partnered in creating a 24x7 Fuel Supply Help Desk to improve customer satisfaction and reduce lost sales revenue. • Collaborated on Balanced Scorecard Dashboard development and leveraged to drive upper quartile transactional performance.• Created and negotiated initial annual Service Level Agreements with business unit partners. Strategy & Implementation I Operational Stabilization I Innovation I Organizational Growth I Relationship Management

Naperville, Il

Subject matter expert in building BP’s National Customer Service Center that included Contact Center and Back Office infrastructure and operations.• Led selection and implementation of contact center telephony platform.• Consulted on service center technology evaluation and selection including Customer Relationship, Workforce, and Knowledge Management. • Directed project team location and Service Center operations real estate initiatives minimizing investment in infrastructure, providing scalability and early exit risk mitigation.• Led successful implementation of a customer service proof-of-concept “market lab” supporting the Midwest market. Strategy I Transformation I Risk Management I Customer Service Technology I Influence

La Palma, Ca

Business Unit representative engaged in enterprise efficiency projects focusing on Supply Chain, Sales Channel Mgt, Retail Help Desk and Credit Card Portfolio.• Member of 4 cross-functional transformational projects; Fuel Supply Chain, Sales Channel Management, Facility & Engineering Help Desk and Credit Card Portfolio that reduced costs by $27M. • Managed closing of 7 regional division offices driven by strategic cost saving initiative. • Seeded concept for a North American Customer Solution Center to transform customer service deliveryTransformation I Change Management I Strategic Implementation I Complexity

La Palma, Ca

Implemented and stabilized innovative start-up ARCO retail site support Call Center organization that transformed how customer service was delivered and managed.• Stabilized start-up operations and technology ahead of forecast instilling new culture and data driven approach.• Cited as the “Most Successful Project in recent years” Strategic Implementation I Transformation I Innovation I Performance Mgt I Customer Service Technology I Stabilization I Optimization