Customer Service & Order Resolution Specialist

Uniphar Group; Dublin; On-site; EUR 26,000 - 36,000; Full time

Job summary

Uniphar Group Customer Service is recruiting a Customer Service Agent for our Dublin region. You will manage calls, orders, and queries to ensure timely, accurate resolutions and high customer satisfaction.

You will use the BCT CRM system, collaborate with multiple teams, and contribute to continuous improvements in service delivery. This role suits a proactive, detail-oriented professional with strong communication skills.

Qualifications

• SAP and CRM experience is required.
• Proficient in Microsoft Office applications.
• Market and product knowledge is an advantage.
• Proactive, analytical and pragmatic approach to problem solving.
• Able to work in a fast-paced environment.
• Able to respond flexibly and empathetically to customer needs, managing expectations effectively.
• Demonstrate strong interpersonal skills, written and oral communication skills.

Responsibilities

• Order processing, including Telephone, Email, Fax Orders, including Reps Orders, Credits and Debits.
• Advise customers of product availability and order delivery schedules.
• Resolve product or service queries by logging the customer's query and following up to ensure resolution.
• Use our CRM tool (BCT) to record, resolve and enhance the customer experience.
• Assist customers with queries regarding their financial accounts.
• Highlight delays in processes or orders to Team Leader or Manager.
• Ensure accuracy at all times, minimising the impact of error.
• Operate at all times in a proactive manner complying with Company set procedures.
• Achieve Weekly and Monthly KPI’s by delivering agreed targets as set by Team Leader and Manager.
• Contribute towards department objectives in line with the overall business strategy.
• Ad hoc duties as directed by Team Leader and Manager.

Skills

SAP and CRM Experience

MS Office

Market & Product Knowledge

Proactive Analytical Mindset

Customer Focus in Fast-Paced Envir.

Empathy & Flexibility

Interpersonal & Communication Skills

Tools

CRM System (BCT)

SAP

Job description

Uniphar Group Customer Service is recruiting a Customer Service Agent for our Dublin region. You will manage calls, orders, and queries to ensure timely, accurate resolutions and high customer satisfaction.

You will use the BCT CRM system, collaborate with multiple teams, and contribute to continuous improvements in service delivery. This role suits a proactive, detail-oriented professional with strong communication skills.