Customer Care Team Manager

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

We are seeking an experienced and customer-focused Customer Care Team Manager to lead customer care operations in Shannon, Co. Clare.

This is an excellent opportunity for a motivated people leader to oversee day-to-day customer care activities, drive service excellence and ensure the efficient delivery of order management and customer support services.

Working closely with Sales, Logistics, Finance, Engineering and Technical Support, you will play a key role in developing the team, strengthening customer relationships and continuously improving processes to enhance the overall customer experience.

Key Responsibilities

• Lead, motivate and develop the customer care team, supporting performance, engagement and professional development.

• Oversee daily customer care operations, ensuring timely and effective responses to customer, distributor and dealer enquiries.

• Monitor team performance against key service metrics, ensuring high standards of customer satisfaction, accuracy and response times.

• Manage escalated customer issues relating to orders, deliveries, invoicing, returns and technical support.

• Collaborate cross-functionally with Sales, Supply Chain, Logistics, Finance, Engineering and Technical Support to resolve issues and meet customer requirements.

• Ensure accurate processing and management of customer accounts, sales orders, invoices, agreements and registrations.

• Identify opportunities to improve workflows, enhance operational efficiency and strengthen the customer experience.

• Oversee the coordination of returns, repairs, restocking and service-related activities.

• Establish clear processes and provide coaching, training and ongoing feedback to team members.

• Contribute to wider business objectives through effective communication, reporting and continuous improvement initiatives.

The Ideal Candidate

• Previous experience in a customer service or customer care leadership role, ideally within a fast-paced operational environment.

• Proven ability to lead, motivate and develop a team while maintaining high service standards.

• Strong customer relationship management and issue-resolution skills, including experience handling escalations.

• Excellent communication and interpersonal skills, with fluent written and spoken English.

• Strong organisational skills, with the ability to manage competing priorities and perform under pressure.

• A proactive approach to problem-solving and continuous improvement.

• Good working knowledge of Microsoft Office applications and customer management systems.

• A basic technical understanding would be advantageous.