Customer Service Manager
Location:
Dublin
Department:
Customer Service
Reports to:
Operations Manager
Company:
Watershed Group
About Us
Watershed Group is one of Europe's premier label companies, providing innovative and high-quality labelling solutions to customers in the
Home & Personal Care, Premium Food & Beverage, Healthcare, Automotive & Durables, and Consumer
markets.
With operations in
Ireland, the UK, Germany, and Poland
, we continue to grow our reputation for excellence in customer service, quality, and innovation.
Position Overview
We are seeking an experienced and dynamic
Customer Service Manager
to lead the customer service team at our
Pressure Sensitive Label Printing facility in Dublin, Ireland
.
The successful candidate will oversee day-to-day operations, ensure an exceptional customer experience, and serve as a key link between customers, sales, and production teams.
Key Responsibilities
* Lead, mentor, and develop the customer service team to ensure a high-performing and customer-focused culture.
* Manage daily operations of the department to ensure timely and accurate order processing, quotation, and delivery coordination.
* Serve as the main escalation point for customer inquiries, complaints, and complex issues, ensuring swift and effective resolution.
* Collaborate closely with Sales, Production, Planning, and Quality teams to align customer expectations with operational capabilities.
* Monitor performance metrics (OTD, response times, complaint levels, etc.) and implement improvements where necessary.
* Support the implementation of continuous improvement initiatives in customer service processes and systems.
* Ensure compliance with company policies and industry standards related to quality, safety, and customer communication.
* Prepare regular reports for management on team performance, customer satisfaction, and service trends.
* Participate in strategic projects that enhance the overall customer experience and operational efficiency.
Qualifications & Experience
* Bachelor's degree in Business, Management, or a related field (or equivalent experience).
* Minimum of
5 years' experience
in customer service, with at least
3 years in a managerial role
, preferably in manufacturing or print/packaging industries.
* Strong leadership, coaching, and interpersonal skills.
* Excellent communication and problem-solving abilities.
* Proficiency in ERP and CRM systems; experience with print industry systems is an advantage.
* Proven ability to manage multiple priorities in a fast-paced, deadline-driven environment.
* Strong analytical and reporting skills.