Customer Services Manager
Celtic Careers View all jobs
- Sligo
- Permanent
- Full-time
An established organisation operating within wholesale distribution (B2B) is seeking an experienced Customer Service Manager to oversee and develop its customer support teams.
This position will focus on maintaining high standards of service delivery while supporting a long-standing network of trade and commercial customers. The successful candidate will work closely with internal departments to ensure efficient order processing, effective communication, and a positive customer experience.
Based in the West of Ireland, the role involves managing a small team across three locations, with regular travel between sites required.
A structured onboarding programme will provide the successful candidate with the opportunity to gain a full understanding of the organisation, its people, and its operational processes.
Responsibilities
Team Management
- Provide guidance and support to customer service teams across three sites.
- Encourage a collaborative and solution-focused working environment.
- Support the development of team members through coaching and ongoing feedback.
- Ensure consistently high levels of service across all customer interactions.
- Address escalated customer queries and work towards effective resolutions.
- Provide support to the commercial team by sharing relevant customer information and insights.
- Review and enhance customer service processes and systems to improve efficiency.
- Identify areas for improvement through analysis of customer feedback and operational data.
- Assist in implementing changes that strengthen service delivery and internal communication.
- Support the training and development of the customer service team.
- Participate in performance reviews and encourage continuous improvement.
- Promote a positive and supportive team culture.
- Build and maintain strong relationships with customers and internal stakeholders.
- Represent the organisation professionally while supporting service excellence.
- Work closely with sales, operations, supply chain and logistics teams to ensure smooth order fulfilment.
- Maintain clear communication between internal teams and field-based colleagues.
- Positive and collaborative team player with a high level of integrity
- Approachable, self-aware and strong in building relationships
- Commercially aware with a practical approach to problem solving
- Comfortable working in a fast-paced environment
- Strong communicator who can engage effectively with colleagues and customers
- Minimum 5 years’ experience in a similar customer service management role
- Experience managing and supporting teams across multiple locations
- Previous exposure to wholesale distribution or B2B environments is beneficial
- Strong organisational skills with excellent attention to detail
- Confident written and verbal communication skills
- Comfortable using business systems or ERP platforms
- Willingness to travel regularly between company sites for meetings and team support
- Competitive salary and benefits package
- Ongoing training and development opportunities
- Contributory pension scheme
- Employee assistance programme
- Additional annual leave with service
- Enhanced maternity and paternity benefits