Customer Care Representative Galway

Oliver Healthcare Packaging; Carrowmoneash; Hybrid; EUR 32,000 - 46,000; Full time

Benefits offered by this job

23 days leave

Hybrid working

Bonus scheme

Job summary

Oliver Healthcare Packaging in Galway seeks a Customer Care Representative to support customer service, project management and account management across order processing and delivery planning. You will work with teams in Venray (Netherlands) to ensure accurate pricing and timely shipments while maintaining high customer satisfaction.

The role requires a Bachelor’s degree in a commercial field and at least two years in customer service or sales, with CRM/ERP experience.

Qualifications

• Bachelor's degree in a commercial field or related discipline.
• Minimum of 2 years relevant work experience in customer service, sales or account management.
• Experience with CRM and ERP systems.
• SAP and Microsoft Dynamics experience is a plus.

Responsibilities

• Support customer service, project management and account management teams in order processing and status updates.
• Apply pricing and surcharges in line with company policy to maintain service levels and revenue.
• Monitor risks and issues with orders and escalate to operations, process engineering and planning.
• Coordinate with planning and operations to establish shipping dates and update confirmations.
• Build relationships with customers and regional stakeholders and participate in business reviews.

Skills

Communication skills

CRM systems

ERP systems

Education

Bachelor's degree in commercial field

Tools

SAP

Microsoft Dynamics

Job description

As a Customer Care Representative (1 FTE) at our location inGalway, this role will support customer service, project management, andaccount management teams as well as playing a crucial role in the ordermanagement process by ensuring timely order processing, confirmingrealistic delivery times through the careful application and followingestablished processes and procedures. In doing so, the CCR will workclosely with cross functional teams at our European headquarters in Venray (Netherlands).

The CCR will provide excellent customer service andcontinuously strive to improve customer satisfaction. By adhering to internalguidelines, the CCR will consistently apply pricing and surcharges in line withcompany policy to ensure both high service levels and revenue. Additionally, theCCR will support both internal and external customers, closely monitoringpotential risks and issues with customer orders, and escalating them to otherdepartments - operations, process engineering, and planning, when necessary. TheCCR will also handle sample requests, provide order status updates, andfacilitate various other customer requests according to set standards.

Within the order management process, the CCR will collaborateclosely with operations, product specification, and process engineering toevaluate and optimize customer specifications, tracking key stakeholder’smetrics to proactively respond to customer needs. The CCR will coordinate with planningand operations to establish achievable shipping dates and communicate updatedorder confirmations to the customer.

Building lasting relationships with assigned customers andkey stakeholders is an essential element in the CCR’s role. Together with theRegional Manager (Ireland & UK), the CCR will smoothly and efficiently handle customer inquiries, internal information requests, technicaldetails and quotations. The CCR will also participate in commercialand business reviews with Key Accounts to add value at a strategic level toenable the Regional Manager to focus on key priorities.

This position will serve as a vital link between customersand internal teams, ensuring deliveries meet customer needs on time. A key partof the role is to continuously monitor customer orders throughout theproduction process. This includes keeping customers, sales and operationsinformed about potential delays and offering alternative solutions to meetcustomer expectations.

For urgent deliveries, the CCR will communicate adjustments andmanage customer expectations, as well as record and follow up on customercomplaints accurately in accordance with established procedures, coordinatinginternally to ensure timely specification reviews and other customerinformation requests are met.

What makes working at Oliverso enjoyable?

• Abundance of Innovation: Experience our well-equipped tech center in Galway. Continuous development ensures continuous change.
  International Opportunities, Local Convenience: Enjoy an international work environment close to home.
• A Close-knit Team: In Ireland, we are a small but close-knit team. Our team is more than just work colleagues as we care about each other's work happiness. Oliver is a knowledge carrier in the packaging field and we strive for success together.
• The CCR Expertise is Valued: At Oliver, the CCR will have the freedom to grow and apply technical insights daily. We appreciate and acknowledge contributions to our successes.
  International Opportunities, Local Convenience: Enjoy an international work environment close to home.
• Developmental: Oliver offers the CCR the chance to grow both professionally and personally through development opportunities that match the CCR’s ambitions.
• Work-life Balance: Benefit from 23 days of leave, an attractive bonus scheme, and the flexibility of hybrid working.

What do we expect from the CCR for this position?

• Education and Experience: Bachelor's degree in a commercial field or related discipline. Minimum of 2 years relevant work experience in customer service, sales or account management, or equivalent combination of education and experience. In addition, the CCR will have experience with CRM and ERP systems. Knowledge and experience in SAP & Microsoft Dynamics is a plus.
• Customer focused & relationship management: The CCR can respond to changing customer needs and develop and strengthen partnerships. Along with the ability to deal with various interpersonal styles.
• Teamwork: The CCR work both independently and with (cross-functional) teams in Galway and Venray. In addition to maintaining relationships within the team, collaborate effectively to gather information, make decisions and suggest improvements.
• Communication skills: Excellent oral and written communication skills in English.
• Careful and structured: A keen eye for detail, but also have an overview of the bigger picture, able to prioritize tasks based on urgency.

At Oliver, it’s more than just your qualifications as wehighly value experience, work ethic and alignment with our core values andculture.

Can we hear your story?

We’re very interested in hearing from and about you as wellas what you would bring to the CCR role.