On-site Customer Service Team Lead | SAP & KPI Coach

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 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