Customer Service Manager

Republic of Ireland, Limerick
£29819.13 - £34337.18 per annum
05 Sep 2019
03 Oct 2019
JN -092019-89288
rebecca power
Customer Service
Contract Type
Full Time
*Leading the customer services team which handle customer queries, escalations & a
large volume of day to day reports through the life cycle of customer orders.
*Be the escalation point for delivery issues from the Key Account customer and
working closely with our clients hub operations and a number of 3rd party carriers
in the delivery networks to ensure all delivery issues are addressed in a timely
and followed through to closure - with root cause & corrective actions completed via
a 5C process.
*You will be required to build a close working relationship with the customer Key
Account control tower staff through understanding their day to day business
requirements and servicing accordingly.
*Strong focus on communication and ensuring that any systems/operational issues
impacting customer shipments are proactively reported to the relevant customer
*Ensuring a large number of customer & carrier performance reports are completed
weekly/monthly and submitted on time and with accurate content.
*Attendance at weekly customer & carrier operations meetings and QBR's reviewing
operational/carrier performance trends & presenting RCCA actions plans addressing
performance gaps - along with capturing and follow through of implementation of new
customer requirements.
*Ongoing coaching, mentoring, development & PMP performance reviews for the team.
*Drive operational process improvements (BPI) within the team in effectively
supporting the customers & business needs.

Key skills and experience
*At least 3 years' experience in a Logistics environment.
*Proven track record of managing a team in a busy environment.
*Proven experience of working successfully and on your own initiative with Key

Account management and staff.
*Experienced in handling complaints and managing difficult situations in a patient,
calm and effective way.
*Excellent verbal and written communication skills, full appreciation of
responsiveness required to address key issues.
*Leadership skills and the ability to manage and motive a team of customer services
personnel (essential).
*Good analytical, computer & reporting skills and an awareness of financial
management and principles are also required.

Adecco Ireland is acting as an Employment Agency in relation to this vacancy.

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♦ The business of the Adecco Group UK & Ireland is transacted via a number of differently branded trading entities, as follows: Adecco UK Limited, Adia Technology Limited, Modis International Limited, Badenoch and Clark Limited, Ajilon (UK) Limited, Office Angels Limited, Penna plc, Pontoon Europe Limited, Roevin Management Services Limited, Spring Technology Staffing Services Limited.

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