Customer Service and Operations Manager

Job DescriptionCustomer Service and Operations Manager Dublin 11 The Opportunity Our client, a well-established manufacturing business based in Dublin 11, is seeking an experienced and customer-focusedCustomer Service Manager to lead their Customer Service team. This is a pivotal leadership role responsible for overseeing the end-to-end customer order process, ensuring the efficient processing and on-time delivery of customer orders across international markets from the company's Dublin manufacturing facility. The successful candidate will lead a high-performing team, collaborate closely with internal departments, and build strong relationships with customers and sales teams to deliver an exceptional customer experience.

Salary:DOE (Depending on Experience) Working Arrangement:Hybrid (following successful completion of a 6-month probation period) 4 days in the office, 1 day working from home. Key Responsibilities Lead, mentor and develop the Customer Service team, fostering a culture of high performance, collaboration and continuous improvement. Oversee the day-to-day management of customer service activities, ensuring excellent service levels and effective workload distribution.

Manage key international customer accounts, acting as the primary point of contact for strategic customers and internal sales teams. Build and maintain strong relationships with customers, Global Account Managers and Regional Sales Managers. Take ownership of the complete customer order lifecycle, ensuring orders progress smoothly from receipt through manufacturing to final delivery.

Accurately process and validate customer orders, ensuring product specifications, pricing, production schedules and delivery requirements are correct. Liaise with Manufacturing, Supply Chain, Logistics, Warehousing and Finance teams to ensure seamless order fulfilment. Monitor customer orders, proactively identifying and resolving issues to minimise delays and maintain customer satisfaction.

Provide regular updates to customers and internal stakeholders regarding order status, shipment progress and any potential delivery issues. Work closely with the Finance team on account-related matters, including prepayments, Letters of Credit (LC), Cash Against Documents (CAD) and customer account queries. Coordinate all aspects of kit-based orders for customers across South Africa and the Middle East.

Identify opportunities to improve customer service processes, increase operational efficiency and enhance the overall customer experience. Lead and contribute to customer service improvement initiatives and cross-functional business projects. Develop, monitor and report on key customer service performance indicators (KPIs).

About You To be successful in this role, you will have: 78 years' experience in a Customer Service Manager position within a manufacturing or production environment. Proven leadership experience with the ability to motivate, coach and develop high-performing teams. Experience establishing, monitoring and reporting on customer service KPIs.

Excellent communication, interpersonal and stakeholder management skills. Strong commercial awareness with a solid understanding of manufacturing, supply chain, logistics and finance processes. Experience managing international customer accounts and export order processes.

Knowledge of export documentation, Letters of Credit (LC), Cash Against Documents (CAD) and international shipping requirements is highly desirable. Strong organisational skills with excellent attention to detail and the ability to manage multiple priorities. Experience leading customer service improvement initiatives or business transformation projects.

Proficiency in ERP systems and Microsoft Office applications. What's on Offer A key leadership position within a successful and growing manufacturing business. The opportunity to work with international customers and collaborate across multiple business functions.

A supportive and collaborative team environment focused on continuous improvement. Hybrid working following successful completion of probation (4 days in the office, 1 day remote). Competitive salary commensurate with experience.

For more information please apply through the link provided for the attention of David McCoy or email David at call Osborne Recruitment on If you are interested in finding out more about the above role and would like to be considered other suitable roles that we may have available for your skill set please attach your CV via the link provided. Please submit your updated CV in Word Format If you are living in Ireland and hold a valid work permit, we would love to hear from you, if however you do not hold a valid work permit unfortunately we will not be in a position to assist you with your job search. #INDMCCOY #INDOSB1 TPBN1_IJ