Customer Service Analyst

Ohshima Ireland Limited; Dublin; On-site; EUR 34,000 - 52,000; Full time

Job summary

Ohshima Ireland Limited is seeking an experienced Customer Service Analyst to join our Dublin HQ team. You will be the front office contact handling queries, orders, and communication with Production, Procurement, and Engineering to support daily operations.

In this role you will host calls and meetings, manage order books via our ERP system, monitor KPIs, and drive improvements in customer service processes. Travel may be required nationally and internationally.

Qualifications

• 3rd level degree in business or data-related or similar.
• Minimum 2 years experience in similar role.
• Ability to multitask and juggle several responsibilities simultaneously.
• Strong written and verbal communication skills.
• High proficiency in Microsoft Office (specifically excel).
• Good attention to detail and organizational skills.
• Proficiency with common customer success and customer relationship management software, such as customer-specific portals ERP systems.

Responsibilities

• Host customer conference calls, emails, and meetings both off-site and on-site.
• Manage the customer order books both in terms of the customer portal and the Ohshima ERP system.
• Manage the information flow between the customer and the internal department through appropriate/relevant media formats.
• Process identified reports including on-time delivery, forecasting and sales v forecast.
• Report and monitor on key performance indicators for the Customer Service Department.
• Manage the quotation process through receipt, distribution, submission and the feedback to the relevant departments.
• Participate in the ECN process including the liaising with customers on ECN’s.
• Help manage the “Hub” system that we have for our customers including the processing of paperwork, stocking, replenishment and distribution.
• Identify improvement areas with the Customer Service function and work to implement same.
• Work within the team environment to ensure day-to-day functions and customer care is maintained and upheld.
• As part of this role there may be a requirement to travel nationally and internationally.
• Any other relevant duties as deemed necessary by Dept. head

Skills

multitask

communication skills

attention to detail

organizational skills

CRM software

Education

3rd level degree in business or data-related or similar

Tools

Microsoft Excel

Job description

The Company

Ohshima Ireland is currently seeking an experienced Customer Service Analyst to join our growing team based in our

Ohshima Ireland is currently seeking an experienced Customer Service Analyst to join our growing team based in our Dublin HQ. This organisation has worldwide expertise but also a local presence within their specialised field. This will be a key, front office, commercial role in the in company and requires someone coming from a fast-paced environment background. Working with a team of Production, Procurement and Engineering professionals, this is an excellent opportunity in an excellent organisation to grow and progress your career.

The Role

• To host customer conference calls, emails, and meetings both off-site and on-site
• To manage the customer order books both in terms of the customer portal and the Ohshima ERP system
• To manage the information flow between the customer and the internal department through appropriate/relevant media formats
• To process identified reports including on-time delivery, forecasting and sales v forecast
• To report and monitor on key performance indicators for the Customer Service Department
• To manage the quotation process through receipt, distribution, submission and the feedback to the relevant departments
• To participate in the ECN process including the liaising with customers on ECN’s
• To help manage the “Hub” system that we have for our customers including the processing of paperwork, stocking, replenishment and distribution
• Identify improvement areas with the Customer Service function and work to implement same
• Work within the team environment to ensure day-to-day functions and customer care is maintained and upheld
• As part of this role there may be a requirement to travel nationally and internationally
• Any other relevant duties as deemed necessary by Dept. head

Requirements

• 3rd level degree in business or data-related or similar
• Minimum 2 years experience in similar role required
• Ability to multitask and juggle several responsibilities simultaneously
• Strong written and verbal communication skills
• High proficiency in Microsoft office (specifically excel)
• Good attention to detail and organizational skills
• Proficiency with common customer success and customer relationship management software, such as customer-specific portals ERP systems