Customer Service Team Lead, Co. Laois

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

Job summary

Leinster Appointments in Co. Laois is seeking a permanent, full-time Customer Service Team Lead to manage a small team of 3 and oversee daily on-site operations.

The role focuses on driving performance, resolving complex queries, overseeing the RMA process, and using SAP for quotations, orders and credits, while coaching a culture of continuous improvement. This is a hands-on leadership position within a manufacturing/logistics environment, offering a competitive salary up to €45,000 and

Qualifications

• Minimum three years of experience in a manufacturing or logistics environment.
• Proficiency in SAP or another ERP system.
• Experience tracking and monitoring KPIs including First Contact Resolution.
• Strong leadership potential and ability to motivate a team.

Responsibilities

• Lead daily on-site operations to ensure the customer service function runs efficiently.
• Drive team performance by setting clear expectations and supporting achievement of key objectives.
• Improve First Contact Resolution and customer experience, resolving queries efficiently.
• Serve as 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 root causes of complaints and implement corrective actions to prevent recurrence.
• Coach and mentor team members, fostering teamwork and continuous improvement.

Skills

Team leadership

KPI tracking

Customer service

Problem solving

Communication

Tools

SAP

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

• 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.

The Person

• 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.

Leinster Appointments is committed to providing a professional service where all CVs are kept confidential and will not be submitted to any third parties without candidate’s knowledge or consent.