Customer Service Administrator

McCulla Ireland Limited; Lisburn; On-site; GBP 21,000 - 32,000; Full time

Benefits offered by this job

Pension: matched contribution

Life assurance and death-in-service

Career development opportunities

Additional annual leave (service-based

Job summary

McCulla Ireland is hiring a Customer Service Administrator in Lisburn to act as the main contact for clients, manage daily enquiries, and maintain accurate transport records. The role requires a reliable, organised, customer-focused individual with strong IT skills.

The successful candidate will log and resolve queries, handle complaints with thorough investigations, and support reporting and improvements within a busy logistics environment.

Qualifications

• Experience in a busy administrative role, ideally within a customer service environment.
• Proficient in Microsoft Office applications (Word, Excel, Outlook).
• Excellent eye for detail, especially when reviewing manifests, reports and transport documentation.
• Ability to communicate professionally and clearly with diverse stakeholders and clients.
• Excellent time-management with the ability to prioritise workloads in a fast-paced setting.
• Customer-first mindset with an empathetic, helpful approach.
• Knowledge of transport and logistics is a plus.

Responsibilities

• Take ownership of daily customer service queries via telephone and email; log, track and resolve.
• Identify and escalate complex or unresolved issues to the Customer Service Manager promptly.
• Maintain clear, regular communication with customers and internal teams on updates, delays or issues.
• Receive, log and manage customer complaints; ensure investigations and resolutions.
• Review manifests for accuracy; investigate and resolve discrepancies.
• Prepare and produce accurate daily and weekly client reports.
• Participate in customer projects and support operational enhancements.
• Perform additional administrative duties to support smooth client communication.

Skills

Communication skills

Attention to detail

Organisational skills

Customer-first mindset

Reliability / work ethic

Tools

Microsoft Office

Job description

Customer Service Administrator

Customer Service Administrator

Company: McCulla Ireland (Part of the One Frio Group)

Position: Customer Service Administrator

Location: Northern Ireland

Employment Type: Full-time (Monday – Friday, 9.00am – 6.00pm, with a 1-hour lunch break)

Salary: Dependent on experience

About McCulla Ireland

With over 55 years of experience in the logistics industry, McCulla Ireland is one of the country’s leading providers of ambient, chilled, and frozen logistics solutions throughout Ireland, the United Kingdom, and Europe. Now proudly part of the One Frio Group, we continue to expand our reach and capabilities across a broader European network.

We currently operate across multiple Operating Centres in Northern Ireland and Ireland, with ongoing plans for further expansion. McCulla employs over 300 staff across our Transport, Warehousing, Customs, and Green Bioenergy operations. Supported by an ever-growing, modern fleet of over 120 vehicles and 200 trailers, we deliver a seamless "just-in-time" service. With environmental sustainability at the forefront of everything we do, our eco-friendly practices make us unique in the marketplace for our customers.

Role Overview

We are seeking a reliable, organised, and customer-focused Customer Service Administrator to join our team. The successful candidate will act as a key point of contact for our clients, managing daily enquiries, maintaining accurate transport records, and ensuring our commitment to exceptional service delivery is met consistently.

About the role

Key Duties & Responsibilities

• Customer Enquiries & Query Management: Take full ownership of all daily customer service queries received via telephone and email. Ensure all contacts are logged, tracked, and followed through to resolution.

• Escalations: Identify and escalations complex or unresolved issues to the Customer Service Manager in a timely manner.

• Proactive Communication: Maintain clear and regular communication with both customers and internal operational teams regarding updates, delays, or issues, following them through to resolution.

• Complaints Handling: Receive, log, and manage customer complaints, ensuring thorough investigations are conducted and issues are resolved promptly.

• Documentation & Accuracy: Review manifests for accuracy and completeness; investigate and resolve any discrepancies or errors internally.

• Reporting: Prepare and produce accurate scheduled daily and weekly reports for clients.

• Continuous Improvement: Participate in customer projects and support the implementation of operational enhancements.

• Ad-Hoc Administration: Perform additional administrative duties as required to support smooth client communication and operational workflows.

Essential Criteria:

• Experience: Proven track record in a busy administrative role, ideally within a customer service environment.

• IT Literacy: Strong IT skills, including proficiency in Microsoft Office applications (Word, Excel, Outlook).

• Attention to Detail: Excellent eye for detail, particularly when reviewing manifests, reports, and transport documentation.

• Communication Skills: Ability to communicate professionally, clearly, and tactfully with diverse stakeholders and clients.

• Organisational Skills: Excellent time-management capabilities with the ability to prioritize competing workloads in a fast-paced setting.

• Attributes:

  • A customer-first mindset with an empathetic, helpful approach.

  • A positive "can-do" attitude and a flexible approach to daily tasks.

  • Strong work ethic, reliability, and commitment to high‑quality output.

Desirable Criteria:

• Knowledge of, or a keen interest in, the transport and logistics industry.

Benefits & Terms

• Competitive Salary: To be confirmed based on skills and experience.

• Pension: Matched employee and employer pension contribution scheme.

• Insurance: Life assurance and death‑in‑service benefit cover.

• Career Growth: Dedicated training and professional development opportunities.

• Additional Annual Leave (Service Based)

About the company

With 57 years of experience, McCulla Ireland is a leading provider of integrated cold supply chain solutions, specialising in ambient, chilled and frozen logistics. Established in 1969, this second generation family business operates from Lisburn, Mallusk and Dublin, delivering flexible services across the UK, Ireland and Europe.

Offering end‑to‑end solutions, from collection and storage to picking and distribution, McCulla combines a modern fleet with advanced technology to ensure transparency and efficiency. A leader in sustainable transport, the company runs a bio‑methane powered fleet.

Recent awards include National/International Haulier of the Year (2024 & 2025), Trailer Fleet of the Year (2024) and Temperature Controlled Storage Operator.

Skills you'll need

• Answering Customer Questions
• Customer Service
• Responding to Customer Needs
• Administrative skills