The Role
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
Main duties:
- 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.
