Customer Support Administrator
Location: Sandyford, Dublin 18
Salary plus bonus based on KPIs
Pension contribution after probation
23 days annual leave, plus Good Friday
4.30pm close on Fridays, July & August close 3pm on Fridays.
Office based role, 1 day pw WFH following probation.
Role Purpose
The Customer Service Executive plays a critical role in delivering excellent, consistent, and professional customer interaction experience. This role is responsible for managing the end to end order to invoice process, acting as the primary point of contact for customer queries, and supporting internal sales, supply chain, and finance teams to ensure accurate, timely fulfilment and issue resolution.
The role has evolved to support a growing organization with increasing system integration, new sales channels, liaising with third party logistics partners, and updates to customer service technology.
This is a dynamic role in a growing company.
Key Responsibilities
Customer & Order Management
Manage the full order to invoice process, ensuring accuracy, timeliness, and compliance with customer requirements.
Process sales orders and credits accurately using ERP/accounting systems.
Maintain accurate and up to date customer master data.
Act as the first point of contact for customer queries via phone and email.
Log, track, and resolve customer issues, escalating where appropriate.
Logistics & 3PL Coordination
Liaise with third party logistics providers
Monitor delivery performance and manage delays, short deliveries and uplifts.
Learn about the supply chain requirements for new markets.
Cross Functional Collaboration
Work closely with Sales managers to support customer accounts.
Collaborate with Supply Chain and Finance to resolve issues.
Learn about our products and NPD with the marketing team.
Systems, Controls & Continuous Improvement
Use customer service tools
Support process improvements and system enhancements.
Ensure adherence to SOPs, audit and compliance requirements.
Skills & Experience
Experience in customer service and / or order processing.
Strong attention to detail.
Excellent communication skills.
Confidence using IT systems and Microsoft Office.
Experience with 3PL providers would be an advantage.
ERP or Gorgias exposure.
FMCG or healthcare experience.
Personal Attributes
Customer focused and solution oriented.
Organised and reliable.
Proactive and adaptable.
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