Customer Care Team Lead - Drive Service Excellence

Collins McNicholas Group; Munster; On-site; EUR 45,000 - 60,000; Full time

Job summary

Collins McNicholas Group is seeking an experienced Customer Care Team Manager to lead operations in Shannon, Co. Clare.

You will drive service excellence and oversee order management and customer support services, partnering with Sales, Logistics and Finance to deliver a seamless customer experience. You'll develop the team through coaching, set performance targets, monitor key service metrics and resolve escalations, while continuously improving workflows to strengthen customer relationships

Qualifications

• Experience leading customer care teams.
• Experience in fast-paced operational environment.
• Strong communication and escalation management.
• Fluent English.

Responsibilities

• Lead and develop the customer care team.
• Oversee daily customer care operations and responses.
• Monitor service metrics and ensure high customer satisfaction.
• Manage escalated orders, deliveries, invoicing, returns, and tech support.
• Collaborate with Sales, Logistics, Finance, Engineering and Support.
• Ensure accurate processing of accounts, orders, invoices, and registrations.
• Identify process improvements and coach team.
• Coordinate returns, repairs and restocking.
• Provide reporting and continuous improvement initiatives.
• Support wider business objectives.

Skills

Leadership

Customer service

Team development

Communication

Problem solving

MS Office

CRM systems

Tools

CRM software

Microsoft Office

Job description

Collins McNicholas Group is seeking an experienced Customer Care Team Manager to lead operations in Shannon, Co. Clare.

You will drive service excellence and oversee order management and customer support services, partnering with Sales, Logistics and Finance to deliver a seamless customer experience. You'll develop the team through coaching, set performance targets, monitor key service metrics and resolve escalations, while continuously improving workflows to strengthen customer relationships