Customer Support Representative

Morgan McKinley; Limerick; On-site; EUR 32,000 - 36,000; Full time

Job summary

Morgan McKinley is partnering with a leading global logistics organisation to recruit a Logistics and Customer Support Coordinator based in Limerick. This role involves working with management, warehouse operations, key customers and carriers to ensure timely, high-quality service.

You will handle complex queries, drive customer satisfaction and support logistics planning, delivering effective supply chain solutions across key customer and retail sectors, with a focus on SLAs and continuous

Qualifications

• Fluency in written and spoken English is essential.
• Minimum of two years' experience in customer service or logistics planning.
• Strong communication and cross-functional collaboration skills.
• Proficiency in Microsoft Office and CRM or ticketing systems.
• Highly organised with attention to detail and ability to multitask.

Responsibilities

• Manage all daily customer queries via phone and email, ensuring resolution within agreed SLAs.
• Proactively communicate and elevate operational or system issues impacting shipments, tracking through to resolution.
• Produce and review KPI reports for key customers and internal stakeholders.
• Handle customer complaints, completing root cause analysis and implementing corrective actions.
• Manage carrier relationships, tracking orders through to delivery/return and resolving exceptions.
• Monitor carrier performance against KPIs and drive continuous improvement initiatives.
• Ensure timely order release and coordination with carriers to meet delivery commitments.
• Support order management, outbound planning and participate in regular customer and carrier review meetings.

Skills

Fluency in English

Customer service

Logistics planning

Communication skills

Problem solving

Organised and detail oriented

Multitasking

Team player

Tools

Microsoft Office

CRM systems

Ticketing systems

Job description

Morgan McKinley are partnering with a leading global logistics organisation to recruit a Logistics and Customer Support Coordinator based in Limerick.

This role will see you working closely with management, internal teams, warehouse operations, key customers and third-party carriers to manage daily customer support activities. You will handle complex queries, drive high levels of customer satisfaction and ensure all shipment and delivery issues are resolved in line with agreed SLAs. The position also involves supporting logistics planning activities and delivering effective supply chain solutions across key customer and retail sectors.

Key Responsibilities:

• Manage all daily customer queries via phone and email, ensuring resolution within agreed SLAs.
• Proactively communicate and elevate operational or system issues impacting shipments, tracking through to resolution.
• Produce and review KPI reports for key customers and internal stakeholders.
• Handle customer complaints, completing root cause analysis and implementing corrective actions.
• Manage carrier relationships, tracking orders through to delivery/return and resolving exceptions.
• Monitor carrier performance against KPIs and drive continuous improvement initiatives.
• Ensure timely order release and coordination with carriers to meet delivery commitments.
• Support order management, outbound planning and participate in regular customer and carrier review meetings.

Qualifications & Skills:

• Fluency in written and spoken English is essential.
• Minimum of two years' experience in customer service or logistics planning, ideally within a logistics or supply chain environment.
• Strong communication skills with the ability to engage effectively with customers and cross-functional teams.
• Excellent problem-solving skills with a proactive, solution-focused mindset.
• Highly organised and detail-oriented, with the ability to multitask in a fast-paced environment.
• Proficiency in Microsoft Office Suite and experience using CRM or ticketing systems.
• Strong team player with the flexibility to support colleagues during peak periods and holiday cover.