Customer Service Team Lead

What You Need to Know:

Matrix Recruitment are partnering with our clientlooking for a Customer Service Team Lead to join a well-established organisation based in Laois. This is a permanent position where you'll lead a small, hands-on team, making a real impact in customer care and process improvement.

Your New Job:

As Customer Service Team Lead, you'll be responsible for the daily running of the customer service function, coaching your team and ensuring smooth order processing from start to finish. You'll coordinate with other departments, oversee the returns process, and act as the key escalation contact. This is an on-site, permanent role where your leadership will drive results and enhance customer satisfaction.

Key Duties and Responsibilities:

• Lead all daily on-site customer service activities
• Drive your team's performance and strive for continuous improvement
• Serve as the key escalation point for queries and complaints
• Oversee the full returns (RMA) process
• Use SAP (or similar ERP) to process orders, track returns, create quotations, and issue credits
• Investigate root causes of issues and implement corrective actions
• Mentor, coach, and support your team's development

What Are We Looking For?

• Minimum three years' experience in a manufacturing or logistics environment
• Confident using SAP or another ERP system
• Experience tracking KPIs and measuring first contact resolution
• Demonstrated leadership and people management skills

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