Role Profile
Reporting to the Head of Commercial Digital Transformation and Customer Service, the Senior Manager, Ingredients Customer Service role is responsible for leading and managing the Customer Service team to deliver exceptional service and support to our customers across the Tirlán Ingredients category.
This role is responsible for strategic leadership, operational excellence and continuous improvement across all Ingredients customer service activities, including order management, customer care, global shipping documentation and customer experience delivery.
The successful candidate will play a key role in transforming customer service through process optimisation, data driven insights and digital innovation, ensuring the function consistently delivers value, efficiency and best in class service.
Working closely with Commercial, Supply Chain, Operations, Quality and Marketing teams, this role will ensure integrated, scalable and forward looking customer service processes that support Tirlán's growth ambitions and evolving customer expectations.
Responsibilities
Lead, coach and develop a high performing Ingredients Customer Service, Operations & Global documents team
Build capability within the team to adopt new tools, technologies and ways of working
Develop and implement customer care strategies that align with Tirlán's 'Voice of Customer' goals and objectives
Ensure a consistent high quality customer experience across all touchpoints
Collaborate with other functions, Commercial, Category, Marketing, Quality, Ops & Supply Chain etc. to drive customer service processes and services
Drive process standardisation and simplification to improve service levels and reduce inefficiencies
Oversee day-to-day operations, ensuring efficient running and reporting of order management process, customer inquiries, service requests, complaints etc.
Ensure robust performance management through structured review processes (e.g. 3M framework)
Lead a structured pipeline of continuous improvement initiatives, focused on:
Eliminating waste and inefficiencies
Reducing manual touchpoints
Improving speed, accuracy and service levels
Embed a data driven approach to identifying improvement opportunities and tracking impact
Analyse customer service data and trends to identify areas for improvement
Work closely with Digital and IT teams to leverage platforms, analytics and emerging technologies
Drive adoption of new systems, tools and digital workflows across the team
Manage budgets and resources to ensure optimal performance
Ensure compliance with industry standards & import/export regulatory requirements
Act as a point of escalation for complex issues and resolve them in a timely manner
Partner with commercial teams to address customer pain points and continually improve customer experience
Use insights to continuously optimise processes, service models and resource allocation
Create an inspiring team environment with a collaborative culture
Requirements
Proven experience as a manager, team leader or relevant role
Strong track record of driving continuous improvement and operational efficiency
Outstanding organisational, people development and leadership skills
Experience in supporting customers, managing processes and providing solutions based on customer need
Excellent communication and interpersonal skills with aptitude in building relationships with professionals of all organisational levels
Ability in problem solving, continuous improvement, digital transformation and negotiations
Demonstrated ability to re engineer processes and improve performance outcomes
Knowledge dealing with compliance, regulatory bodies & similar stakeholder groups
Strategic Agility
Building Effective Teams
Drive for Results
Interpersonal Savvy
Commercial Acumen
Problem Solving
Benefits
Free parking incl.
EV charging
On site gym free to use for employees
Work/life balance and collaborative work culture
Diversity & Inclusion
We believe in the value of difference.
We know that different perspectives, life experience and backgrounds can drive innovation and deliver growth.
We welcome people from all walks of life without regard to race, colour, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, or disability status.
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