Senior Customer Service / Success Manager
We’re partnering with a well-established and rapidly growing commercial services company in Dublin West to recruit an experienced Customer Service / Success Manager. This is a key leadership role that bridges the gap between Sales, Finance, and Transport, ensuring customer satisfaction, operational efficiency, and internal alignment across departments.
You’ll manage a team of 7-10 customer service agents, driving structure, accountability, and proactive communication. The successful candidate will have a commercial mindset, strong organisational skills, and the ability to handle fast-moving client queries — often requiring quick calculations and confident decision-making on the spot. You will liaise with the owners of the company and also deliver reports on performance to senior management.
This is an excellent opportunity for someone who enjoys bringing order and focus to a busy, high-performing team while contributing directly to business success and client retention.
Location: Dublin West (Onsite)
Salary: €70,000 – €80,000
Hours: Monday – Friday, 8:30 am – 5:00 pm
Reporting to: Operations Director
Benefits: Statutory pension, onsite parking, canteen, and collaborative work environment
Key Responsibilities
* Lead, coach, and develop a team of 7-10 customer service professionals to deliver exceptional service to commercial clients.
* Act as the main link between Sales, Finance, and Transport, ensuring seamless communication and timely follow-up on client matters.
* Keep the sales team on track with paperwork, quotations, and documentation, ensuring all customer data and pricing details are accurate.
* Respond quickly to client queries, including performing on-the-spot commercial calculations when needed.
* Oversee day-to-day activity volumes — approximately 20 calls and 50 emails per agent per day — ensuring efficiency and consistency.
* Establish and track weekly and monthly KPIs to monitor performance and drive accountability.
* Generate and present weekly reports to the Operations Director and bi-weekly updates for senior leadership.
* Collaborate with internal teams to resolve escalations, streamline processes, and improve customer satisfaction.
* Encourage and develop emerging team leads to build future succession capability.
* Champion continuous improvement across systems and workflows, including within HubSpot CRM.
Skills & Experience Required
* Minimum 5 years’ experience in a senior customer service, client success, or operations support role.
* Proven experience managing teams in a commercial or B2B environment.
* Strong communication and influencing skills with the ability to liaise confidently between departments.
* Excellent numerical and analytical ability — comfortable doing quick cost or pricing calculations during client interactions.
* Highly organised, proactive, and able to prioritise in a fast-paced environment.
* Hands‑on and accountable leadership style with a genuine focus on people development.
* Experience using CRM systems such as HubSpot, and confident with reporting and data analysis.
* Background in logistics, transport, or related commercial sectors desirable.
Why Join This Company
* Play a central role in a growing Irish business that values teamwork and innovation.
* Gain visibility across multiple departments and senior stakeholders.
* Lead a motivated, capable team with opportunities to shape future structure and KPIs.
* Join at an exciting time of growth, with scope to make a tangible impact from day one.
For more information please apply through the link provided for the attention of David McCoy or email David at david.mccoy@osborne.ie call Osborne Recruitment on 01 5984334
If you are interested in finding out more about the above role and would like to be considered other suitable roles that we may have available for your skill set – please attach your CV via the link provided.
Please submit your updated CV in Word Format.
If you are living in Ireland and hold a valid work permit, we would love to hear from you, if however you do not hold a valid work permit unfortunately we will not be in a position to assist you with your job search.
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