Senior Customer Service Adviser ( commercial role )

About the role

Durbin Ireland is seeking an experienced Senior Customer Service Adviser to join the Specialised Distribution Team. This role is responsible for delivering best-in-class service to end‑user customers and manufacturer partners while taking ownership of complex accounts, driving service performance, and supporting continuous improvement initiatives.

The Senior Customer Service Adviser will act as a key escalation point within the team, ensure operational excellence across order management and client reporting, and provide support to Key Account Management and Sales functions.

This role is fully onsite.

Key Responsibilities

Customer & Account Management

• Manage end-to-end order processing in line with agreed SLAs and contractual requirements.
• Serve as the primary escalation point for complex customer queries and issues, ensuring timely and effective resolution.
• Build and maintain strong relationships with customers, manufacturer partners, and internal stakeholders.
• Support Client Management and Sales teams in managing strategic and key accounts.
• Contribute to client review meetings and performance discussions as required.

Operational Excellence

• Ensure accurate pricing maintenance and master data management within internal systems.
• Monitor KPIs and service metrics, proactively identifying and implementing corrective actions.
• Produce and analyse daily, weekly, and monthly operational and client reports.
• Drive process improvements to enhance efficiency, accuracy, and customer satisfaction.
• Ensure full compliance with internal policies, quality standards, and contractual obligations.
• Provide guidance and mentoring to Customer Service Advisers.
• Support onboarding and training of new team members.
• Promote a culture of accountability, collaboration, and continuous improvement.
• Work cross-functionally with supply chain, finance, and commercial teams to achieve shared targets.

Candidate Requirements

• 3 years’ minimum experience in a customer service or client-facing operational role.
• Experience managing complex accounts or operating within a distribution/logistics environment is desirable.
• Strong problem-solving skills with the ability to manage escalations independently.
• Advanced proficiency in Microsoft Excel; strong working knowledge of Word and PowerPoint.
• Demonstrated experience working to KPIs and service level agreements.
• Excellent organisational skills with strong attention to detail.
• Ability to prioritise effectively and perform under pressure.
• Strong written and verbal communication skills across all business levels.
• Customer-focused with a proactive, solutions-driven approach.
• Highly organised with strong multitasking ability.
• Results-oriented and self-motivated.
• Collaborative team player with the ability to influence stakeholders.
• Analytical mindset with a focus on continuous improvement.
• Adaptable and resilient in a fast-paced environment.

Please note that Uniphar is an equal‑opportunity employer; we do not discriminate and welcome all responses.

#J-18808-Ljbffr