Customer Service Manager

The Role

My client, a well-established manufacturer within the packaging sector, is seeking an experienced Customer Service Manager to lead a busy customer service function in a fast-paced, production-led environment. This is a full-time, permanent, office-based position located in Dublin 24.

Reporting to the Operations Manager, you will oversee the end-to-end customer service operation, ensuring orders are processed accurately and efficiently from enquiry through to delivery. Working closely with customers, Sales, Planning, Production, and Quality, you will play a key role in delivering an exceptional customer experience while ensuring operational efficiency and on-time fulfilment.

This is a hands-on leadership opportunity for someone who thrives in a high-volume manufacturing environment and enjoys developing teams, improving processes, and driving service excellence.

Tasks & Duties

• Lead, coach, and develop a small team of Customer Service Administrators, fostering a high-performing and customer-focused culture.
• Oversee the day-to-day management of customer orders, quotations, and delivery schedules.
• Ensure accurate order processing and workflow management through ERP systems, aligned with production capacity.
• Act as the primary escalation point for customer queries, complaints, and delivery-related issues.
• Work collaboratively with Sales, Production, Planning, and Quality to ensure customer expectations are met.
• Monitor and report on key performance indicators, including on-time delivery, response times, and customer service levels.
• Identify and implement continuous improvements across customer service processes and systems.
• Prepare regular reports on team performance, customer satisfaction, and operational trends.
• Support wider operational initiatives to enhance efficiency and the overall customer experience.

Experience, Knowledge & Qualifications

• Minimum of 5 years' experience in customer service, including at least 3 years in a supervisory or management role.
• Previous experience within manufacturing, packaging, print, FMCG, or another production-led environment.
• Proven ability to manage high-volume, deadline-driven order processing operations.
• Strong understanding of ERP systems and production-based order management.
• Demonstrated experience leading, motivating, and developing customer service teams.
• Excellent communication, organisational, and stakeholder management skills.
• Strong analytical and problem-solving abilities with a continuous improvement mindset.
• A proactive, hands-on approach with the ability to prioritise effectively in a fast-paced environment.
• Full, unrestricted working rights in Ireland are essential. Applicants must also be within a reasonable commuting distance of the Dublin 24 office.

For further information please contact Sabrina at FRS Recruitment