Customer Service Team Lead

Leinster Appointments Ltd; Portlaoise; On-site; EUR 41,000 - 50,000; Full time

Job summary

Leinster Appointments Ltd is recruiting a permanent, full-time Customer Service Team Lead in Co. Laois. You will oversee a team of 3, on-site, driving performance and ensuring efficient customer service operations.

The role requires SAP proficiency, KPI tracking experience, and strong leadership to coach the team and improve the customer experience. Salary up to €45,000, with growth opportunities in a manufacturing/logistics setting.

Qualifications

• Minimum three years of experience working in a manufacturing or logistics company.
• Proficiency in SAP or another ERP system.
• Experience tracking KPIs including First Contact Resolution and other key customer service metrics.
• Strong leadership potential, with the ability to motivate, support and develop a team.

Responsibilities

• Lead daily on-site operations, ensuring the customer service function runs efficiently and effectively.
• Drive team performance by setting clear expectations and supporting the team in achieving key objectives.
• Improve First Contact Resolution and identify opportunities to enhance the customer experience and resolve queries efficiently.
• Serve as the escalation point for complex customer queries, complaints and issues.
• Oversee the RMA process, ensuring returns are managed accurately and efficiently.
• Utilize SAP daily for quotations, order processing, tracking returns, issuing credits and other customer service activities.
• Investigate the root cause of complaints and implement corrective actions to prevent recurrence.
• Coach and mentor team members, supporting their development and encouraging a strong culture of teamwork and continuous improvement.

Skills

Leadership

Customer service

KPI tracking

Problem solving

Tools

SAP

Job description

Job Description

Leinster Appointments is currently recruiting for a permanent, full time Customer Service Team Lead in Co. Laois. Looking after a team of 3 Permanent, full time role Salary up to €45,000 Main duties: Lead daily on-site operations, ensuring the customer service function runs efficiently and effectively. Drive team performance by setting clear expectations and supporting the team in achieving key objectives. Improve First Contact Resolution, identifying opportunities to enhance the customer experience and resolve queries efficiently. Serve as the escalation point for complex customer queries, complaints and issues. Oversee the RMA process, ensuring returns are managed accurately and efficiently. Utilize SAP daily for quotations, order processing, tracking returns, issuing credits and other customer service activities. Investigate the root cause of complaints and put appropriate corrective actions in place to prevent recurring issues. Coach and mentor team members, supporting their development and encouraging a strong culture of teamwork and continuous improvement. Main requirements: Minimum three years of experience working in a manufacturing or logistics company. Proficiency in SAP or another ERP system, with the ability to confidently utilise systems as part of daily customer service operations. Experience tracking and monitoring KPIs, including First Contact Resolution and other key customer service metrics. Strong leadership potential, with the ability to motivate, support and develop a team. TPBN1_IJ