Customer Service Manager - Logistics & Supply chain

Job Description

REED are working with a global logistics company based just outside Limerick city. They are looking for a Customer Service Manager on a permanent basis to join their team.

Salary – €45,000 approx, negotiable

The chosen candidate will join the Control Tower team based in Limerick. The successful candidate will be responsible for overseeing and managing all aspects of customer service operations related to logistics and supply chain management. You will lead a team of customer service representatives and work closely with various stakeholders to ensure efficient and effective coordination of logistics activities. You will be handling some of our most complex customer queries, complaints, billing activities and KPI reporting suites while also driving high levels of customer satisfaction in our day-to-day operations.

Duties & Responsibilities

  • Leading the customer services team handling high volumes of customer queries, escalations and day to day reports through the delivery life cycle of customer orders.
  • Acting as an escalation point for delivery issues from the key account customer and working closely with warehouse operations and a number of 3rd party carriers in the delivery networks to ensure all delivery exceptions are addressed in a timely manner and followed through to closure.
  • Oversee the order management process, from on time performance, order exceptions and customer satisfaction.
  • Building a close working relationship with the customer key account care staff through understanding their day-to-day business requirements and servicing accordingly.
  • Ensuring that any systems/operational issues impacting customer shipments are proactively reported to the relevant teams, while working closely with the relevant teams executing their resolution.
  • Ensuring a large number of customer and carrier performance reports are completed daily/weekly/monthly and submitted on time and with accurate content.
  • Owning and driving operational excellence and process improvements (BPI) with the team in effectively supporting the customers and business needs.
  • Ongoing coaching, mentoring, development and PMP performance management for the team.

Skills & Attributes required

  • Proven experience in logistics customer service, with at least 2 years in a managerial or supervisory role.
  • Strong leadership and team management skills, with the ability to motivate and inspire the team to achieve goals.
  • Excellent communication and interpersonal skills, with the ability to interact effectively with clients, team members, and other stakeholders.
  • Sound knowledge of logistics and supply chain management principles, practices, and processes.
  • Analytical and problem-solving abilities, with a focus on continuous improvement and process optimisation.
  • Ability to work well under pressure in a fast-paced environment and prioritise tasks effectively.
  • Proficiency in Microsoft packages.


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