Customer Services Business Partner

CareerWise Recruitment; Cork; Sur place; EUR 55 000 - 75 000; Plein temps

Résumé du poste

CareerWise Recruitment is seeking a Customer Services Business Partner for a North Cork based food production client. You will lead and develop the Customer Service team, oversee end-to-end order management and handle key accounts to ensure service excellence.

You will monitor KPIs such as OTIF and NPS, drive improvements across CRM, ERP and WMS systems, and collaborate with Logistics, Transport, Sales and Finance to meet customer commitments.

Qualifications

• Degree in Business Administration, Logistics, Engineering, International Trade or a related discipline.
• 3–5 years experience in Customer Service, ideally within a logistics, distribution or supply chain environment.
• Proven ability to lead, motivate and develop a team while maintaining high service standards.
• Strong experience in order management, complaint resolution, customer relationship management and cross-functional coordination.
• Advanced Excel skills, including pivot tables, data analysis and reporting.
• Experience using CRM and ERP systems, with SAP knowledge desirable; WMS experience is an advantage.
• Strong understanding of customer service KPIs, including OTIF, service levels, response times and customer satisfaction metrics.

Responsabilités

• Lead, motivate and develop the Customer Service team, setting objectives and ensuring high standards of performance and customer satisfaction.
• Oversee the end-to-end order management process, from order receipt and processing through to delivery.
• Manage customer complaints, service incidents and escalations, maintaining strong relationships with key and strategic accounts.
• Monitor and analyse KPIs, including service levels, OTIF, response times and customer satisfaction (NPS).
• Prepare regular management reports, identify performance trends and implement corrective actions to improve service delivery.
• Drive continuous improvement initiatives, standardising processes and optimising CRM, ERP and WMS systems.
• Coordinate closely with Logistics, Transport, Sales and Finance to ensure customer commitments are met and operational issues are resolved.
• Support strategic account management, proactive customer communications, credit notes, collections and commercial documentation.
• Ensure compliance with company policies, GDPR, commercial regulations, criminal risk prevention procedures and occupational health and safety requirements.
• Contribute to management meetings, providing insights into customer service performance, operational challenges and improvement opportunities.

Connaissances

Leadership

Customer service orientation

Analytical thinking

Cross-functional coordination

Advanced Excel

Formation

Degree in Business Administration, Logistics, Engineering, International Trade or a related discipline

Outils

SAP

Power BI

CRM systems

ERP systems

WMS

Description du poste

A Customer Services Business Partner is required by CareerWise Recruitment to join our North Cork based food production client. This is an exciting opportunity join a well-established business as they go through an expansion phase.

Role

• Lead, motivate and develop the Customer Service team, setting objectives and ensuring high standards of performance and customer satisfaction.
• Oversee the end-to-end order management process, from order receipt and processing through to delivery.
• Manage customer complaints, service incidents and escalations, maintaining strong relationships with key and strategic accounts.
• Monitor and analyse key performance indicators (KPIs), including service levels, OTIF, response times and customer satisfaction (NPS).
• Prepare regular management reports, identify performance trends and implement corrective actions to improve service delivery.
• Drive continuous improvement initiatives, standardising processes and optimising CRM, ERP and WMS systems.
• Coordinate closely with Logistics, Transport, Sales and Finance to ensure customer commitments are met and operational issues are resolved.
• Support strategic account management, proactive customer communications, credit notes, collections and commercial documentation.
• Ensure compliance with company policies, GDPR, commercial regulations, criminal risk prevention procedures and occupational health and safety requirements.
• Contribute to management meetings, providing insights into customer service performance, operational challenges and improvement opportunities.

Requirements

• Degree in Business Administration, Logistics, Engineering, International Trade or a related discipline.
• Minimum of 3-5 years experience in Customer Service, ideally within a logistics, distribution or supply chain environment.
• Proven ability to lead, motivate and develop a team while maintaining high service standards.
• Strong experience in order management, complaint resolution, customer relationship management and cross-functional coordination.
• Advanced Excel skills, including pivot tables, data analysis and reporting.
• Experience using CRM and ERP systems, with SAP knowledge desirable; WMS experience is an advantage.
• Strong understanding of customer service KPIs, including OTIF, service levels, response times and customer satisfaction metrics.
• Experience with Power BI or similar data visualisation and reporting tools.