Experienced Customer Service Manager – Luxury Perfumes | Global Supply Chain | B2B
Overview We are seeking a dynamic, results-driven Customer Service Manager with deep expertise in global supply chain operations, Incoterms/trade compliance, and temperature-controlled logistics. This role leads a remote, multilingual B2B customer service team (12–14 agents) distributed across regions, delivering luxury temperture controlled cosmetics and perfumes to an international network of clients and retail partners. You will architect and drive KPI-led performance, optimise end-to-end processes, and contribute to the ongoing growth of our international export business in a fast-paced, globally connected environment.
What You'll Do
* Lead and optimise daily operations of a 12–14-person hybrid/remote customer service team, ensuring exemplary service to global clients and partners.
* Design, implement, and monitor robust KPIs to drive performance, accountability, and continuous improvement.
* Elevate the customer journey by improving engagement, satisfaction, and sustainable growth across channels and markets.
* Develop, document, and continually improve customer service procedures, guidelines, and policies.
* Establish a structured, priority-driven workflow that supports efficient global distribution and temperature-controlled logistics.
* Build team cohesion, clearly communicate strategic direction, and ensure effective market coverage.
* Leverage data (Power BI, SAP, Salesforce) to generate actionable insights and reliable, executive-friendly reports; enable cross-functional decision-making.
* Recruit, mentor, and coach team members; cultivate a culture of collaboration, empowerment, and excellence.
* Handle complex escalations and inquiries with a disciplined, solutions-focused approach.
* Define and monitor KPIs at the intersection of service levels, revenue impact, and customer satisfaction; drive improvements that support revenue growth.
* Partner cross-functionally with Planning, Sales, Marketing, Finance, Regulatory Affairs, and Logistics to align on targets and expectations.
* Maintain strong relationships with customers, sales teams, freight forwarders, and other supply chain partners to ensure seamless execution.
Required Qualifications
* 4+ years of leadership experience as a Customer Service Manager, Retail Manager, Procurement Manager, or related role in environments handling temperature-controlled goods (pharmaceuticals, cosmetics, luxury goods, or related sectors).
* Demonstrated expertise in Incoterms, international trade, export processes, and end-to-end logistics flows.
* Proven success managing multilingual, remote teams in a fast-paced, international setting.
* Strong analytical mindset with hands-on experience in data-driven decision making using SAP, Power BI, Salesforce and related reporting tools.
* Excellent client-facing communication skills and a customer-first mindset.
* Bachelor's degree in Business Administration, Supply Chain, or a closely related field.
* Superior problem-solving, organisational, and multitasking abilities; ability to adapt in a dynamic environment.
* Collaborative, culturally aware team player comfortable working across diverse regions.
Preferred (Not Required but Beneficial)
* Fluency in Italian is an advantage but not essential
* Experience with Salesforce or other CRM platforms.
* Familiarity with regulatory/compliance aspects relevant to fragrances, cosmetics, or pharma logistics (GDP, IFRA, etc.).
* Knowledge of cold-chain management or temperature-controlled distribution for luxury goods.
Key Competencies
* Leadership: coaching, mentorship, and developing high-performing teams.
* Operational Excellence: process design, standardisation, and continuous improvement.
* Customer-Centricity: resolving issues with urgency and care, driving satisfaction and loyalty.
* Data Fluency: turning data into actionable insights for stakeholders.
* Collaboration: cross-functional influence across planning, sales, finance, and regulatory teams.
* Adaptability: thriving in a dynamic, global environment with evolving priorities.
This role is a critical hire, due to the high volume of applications we will only be reaching out to those who complete the qualification questions as requested, please only apply to this position if you meet all the necessary qualifications and experience in the relevant sectors, ie Customer Service team management within a globabl Luxury, Pharma, Cosmetics industry. We are excited to hear from you.
Best wishes
The Prestige Talent Team
Job Types: Full-time, Permanent
Pay: €62,000.00-€66,000.00 per year
Benefits:
* Bike to work scheme
* Company events
* Company pension
* Employee assistance program
* Employee discount
* Private medical insurance
* Sick pay
* Store discount
* Wellness program
* Work from home
Experience:
* Supply chain management: 4 years (required)
* Luxury, Cosmetics or Pharma temperture controlled export: 3 years (required)
Work Location: Hybrid remote in Mayor Street Upper, North Wall, CO. Dublin