The Customer Service Manager is responsible for leading and developing the Customer Services function for the Vet and Pet markets in Ireland. The role ensures the effective processing of customer orders, delivery of a high‑quality customer experience, and full compliance with GDP and internal quality requirements.
This is a people‑management role with accountability for team performance, process excellence, and continuous improvement. The post holder will proactively review and enhance procedures, establish clear responsibilities, and implement agreed SMART objectives and KPIs to support service levels, compliance, and business growth.
Location: Onsite at our facility in Ballinasloe.
As our Customer Service Manager, your key responsibilities will be as follows:
* Ensure accurate and timely daily order entry and processing.
* Oversee returns and credit processing, including approval and charge application in line with responsibility and policy.
* Manage pricing updates and ensure clear, timely communication to customers.
* Coordinate and execute product recalls in accordance with GDP procedures.
* Provide regular communication to the Sales team on order status, progress, and any delays.
* Ensure all customer queries are resolved efficiently, applying root cause analysis and corrective/preventive actions where required.
* Ensure departmental email communications are managed and responded to within agreed timelines.
* Produce daily order status reports and monthly sales reports to support scorecards and performance tracking.
* Maintain and review tracking reports covering orders, sales, and compliance metrics.
* Lead, coach, and develop the Customer Services team, including setting clear KPIs and personal development plans.
* Oversee the Animal Health Customer Services Team and work closely with the Warehouse Manager to ensure end-to-end service delivery.
* Foster a high‑performance, customer‑focused culture aligned with organisational values.
* Manage diverse personalities and viewpoints with professionalism and fairness.
* Support change management initiatives, including new process and concept introductions.
* Ensure full GDP compliance across all relevant activities, including deviation management and CAPA implementation, in collaboration with the Responsible Person (RP).
* Proactively review and improve processes and procedures to enhance efficiency, service levels, and compliance.
* Support ERP system implementation and optimisation from a customer services and order management perspective.
Qualifications and Experience:
* Third‑level qualification preferred.
* Minimum of 3 years' experience in a Customer Services management role.
* Experience within pharmaceutical, healthcare, or regulated environments is a strong advantage.
* Working knowledge of GDP requirements preferred.
* Strong written, verbal, and computer skills.
* Demonstrable experience in leading and developing teams is essential.
Skills and Competencies:
* Strong organisational, planning, and prioritisation skills with the ability to manage competing demands.
* Proven people‑management capability, including coaching, mentoring, and performance management.
* Ability to motivate teams and collaborate effectively across functions and geographies.
* Strong communication and relationship‑building skills.
* Strategic and commercial awareness, with the ability to influence decision‑making.
* Experience in setting targets, defining KPIs, and driving performance against agreed objectives.
* Positive, proactive, and resilient leadership style, comfortable with accountability and responsibility.
* Practical, action‑oriented problem‑solving and change implementation approach.
* Strong IT proficiency, particularly in Microsoft Office applications.
Applicants from diverse backgrounds, including those returning after a career break or with transferable skills from non-traditional career paths, are encouraged to apply. We value varied experiences and are committed to fostering an inclusive environment that supports individuals with disabilities.