KPRO & Paving, Piercetown, Dunboyne, Co. Meath, A86 W820
We are seeking an experienced and dynamic Customer Service Manager to lead and develop our customer and sales support function. This role is critical in ensuring a high standard of service delivery, driving customer satisfaction, and supporting business growth. The successful candidate will be responsible for managing a team, improving service processes, and building strong relationships with customers.
Key Responsibilities
Lead, motivate, and manage the customer service and sales support teams to consistently deliver exceptional service.
Set performance targets and monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores.
Handle escalated customer complaints efficiently and professionally.
Establish and embed clear ways of working, structured workflows, and service standards to ensure consistency, efficiency, and scalability across the function.
Analyse customer feedback, identify trends, and implement improvements.
Develop and maintain customer service policies, procedures, and best practices.
Deliver training, coaching, and ongoing development for team members.
Collaborate with other departments (sales, operations, logistics) to enhance customer experience.
Prepare regular reports on service performance and present insights to senior management.
Manage staffing levels, scheduling, and workforce planning to meet business demands.
Sales Support
Provide structured reporting on sales support activity, pricing trends, and customer demand to support commercial decision-making.
Drive improvements in sales support processes and administration to reduce field sales time spent on admin and maximise customer-facing time.
Ensure pricing, quotation, and administrative processes are accurate, efficient, and add value to the overall customer experience.
Oversee CRM data quality and maintenance, ensuring accurate capture of customer interactions while leading the team to proactively support pipeline development through effective case management, follow-up, and opportunity identification.
Skills & Experience
Proven experience in a customer service management or supervisory role.
Strong leadership and people management skills with the ability to inspire and motivate.
Excellent communication and interpersonal skills.
Strong problem-solving and conflict-resolution abilities.
Experience using customer service systems or CRM platforms.
Ability to analyse data and make informed decisions.
Highly organised with strong attention to detail.
A proactive, customer-focused mindset with a commitment to continuous improvement.
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