Customer Service Team Lead, Co. Laois

Leinster Appointments; Ireland; Sur place; EUR 41 000 - 50 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Team leadership

KPI tracking

Customer service

Problem solving

Communication

Outils

SAP

Description du poste

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.