Customer Service Operations & B2B Platform Manager
Full time | Teamworx | Ireland
Posted On 29/04/2026
Job Information
FMCG/Foods/Beverage
*****
Department Teamworx
City Dublin 22
State/Province Dublin
D22
Job Description
Customer Service Operations & B2B Platform Manager
Location:
Dublin
Role Purpose
The Customer Service Operations & B2B Platform Manager will lead customer service operations while managing, optimising, and advancing the company's B2B ordering platforms.
This role is central to driving digital initiatives that enhance the customer journey, ensuring a seamless end-to-end experience from order placement through to fulfilment.
By aligning people, processes, and technology, the role will support operational excellence and customer satisfaction.
Working cross-functionally with Commercial, Finance, IT, and Distribution teams, the successful candidate will oversee systems and processes that manage customer enquiries, order processing, and reporting—driving efficiency, consistency, and continuous improvement.
What's in it for you
Competitive salary package (dependent on experience)
Performance-related bonus
Pension contribution
Company phone and laptop
Career development and progression opportunities
Opportunity to lead digital transformation initiatives within a growing business
Exposure to cross-functional leadership and strategic decision-making
Supportive and collaborative working environment
Key Responsibilities
Customer Service Operations Leadership
Lead and oversee the day-to-day operations of the Customer Service function.
Manage, coach, and develop a high-performing team to consistently achieve service objectives.
Provide ongoing mentoring, coaching, and performance management.
Define and monitor KPIs (e.g. response time, resolution time, order accuracy).
Manage escalations and build strong relationships with key B2B customers.
Identify and implement process improvements to enhance efficiency and customer experience.
Act as the primary point of contact for Commercial Sales Management.
Proactively identify opportunities to increase sales and minimise lost revenue.
Ensure customer service capabilities evolve in line with technology and customer expectations.
Act as the owner of customer-facing operational processes, ensuring clarity and consistency.
B2B Platform Management
Lead the management and optimisation of B2B ordering platforms, ensuring strong adoption and utilisation.
Collaborate with Trade Marketing on promotional and platform-based initiatives.
Ensure platform reliability, usability, and performance.
Drive automation and digital transformation initiatives.
Partner with IT and external vendors on system enhancements and integrations.
Improve self-service capabilities for B2B customers.
Translate business requirements into functional platform solutions.
Use data and analytics to identify trends and improve performance.
Implement best practices in order management and customer service.
Order Management & Operations
Oversee the full order lifecycle, from entry through to fulfilment.
Ensure accuracy, efficiency, and compliance with SLAs.
Identify and resolve bottlenecks to streamline operations.
Coordinate closely with Supply Chain, Logistics, and Finance teams.
Stakeholder Management
Act as a key link between Commercial, Finance, IT, and Supply Chain teams.
Support commercial teams in onboarding and managing B2B clients.
Communicate system updates and improvements to stakeholders.
Support reporting with accurate data and insights.
Strong leadership and team management capabilities.
Deep understanding of B2B order processes and customer service operations.
Experience with digital ordering platforms and eCommerce systems.
Ability to drive automation and digital transformation.
Excellent communication and stakeholder management skills.
Strong problem-solving ability with a continuous improvement focus.
Customer-centric approach with a focus on user experience.
Proactive, accountable, and results-driven.
Collaborative style with the ability to influence and engage stakeholders.
5+ years' experience in customer service or operations leadership within a B2B or digital-first environment.
Proven ability to lead, motivate, and develop a customer service team.
Experience managing B2B platforms and/or eCommerce systems.
Strong focus on innovation, process improvement, and digital transformation.
High level of IT proficiency and technical aptitude.
Strong organisational and problem-solving skills.
High attention to detail and accuracy.
Excellent communication and interpersonal skills.
Third-level qualification in Business, Supply Chain, or a related field.
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