Customer Service Team Lead

Job Overview

Customer Service Team Lead

Permanent role, office based in Dublin West

Salary: €38,000

Main duties:

  • Working closely with the Supply Chain Manager, lead and develop the Customer Services team
  • Daily management and review of KPI's and metrics, developing new ways of working and developing short term target setting to enhance productivity and performance.
  • Work closely with commercial, supply and demand planning for the daily management of outbound orders and aligned daily and weekly communication internally and externally.
  • Management of day to day operations and problem solving with your team and departments, with consideration of supply, service, operational, and logistical requirements.
  • Implement the use of reports within the department and develop customer engagement for review of future forecasts where trends differ to forecast.
  • Work closely with commercial for customer specific requirements.
  • Manage, coach, and develop CSA's to ensure quality and productivity targets are achieved, as well as overall development for all customer service executives, with the goal of retention & succession.
  • Conduct regular team meetings with your team to maintain focus and motivation
  • Manage your team through phases of change and know how to display motivating and encouraging behaviours.
  • Establish and build strong internal and external customer relationships.
  • Liaising with other Managers/Teams/Departments & customers as appropriate.


  • Proven track record of success in a customer operational role ideally a mix of inbound and outbound operations
  • Driven, Fast paced resilient
  • Evidence of system development and process improvement
  • Management of people across different disciplines
  • A proven track record driving teams to achieve and exceed revenue & KPI based targets, with the ability to focus on short and long-term objectives
  • To be solutions driven, understands the need for constant improvement, and functions well in a changing environment
  • To be able to demonstrate high levels of maturity, empathy, confidence and credibility to all areas and levels within the business
  • Proficient knowledge of CRM systems, MS Office tools and relevant software applications
  • Level 8 degree in management or related discipline or training in team leading.

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