Overview
Customer Service Manager Jobs in Dunboyne, County Meath, Ireland at Kilsaran
Title: Customer Service Manager
Company: Kilsaran
Location: Dunboyne, County Meath, Ireland
KPRO & Paving, Piercetown, Dunboyne, Co. Meath, A86 W820
We are seeking an experienced and dynamic Customer Service Manager to lead and develop our customer and sales support function. This role is critical in ensuring a high standard of service delivery, driving customer satisfaction, and supporting business growth. The successful candidate will be responsible for managing a team, improving service processes, and building strong relationships with customers.
Key Responsibilities
- Lead, motivate, and manage the customer service and sales support teams to consistently deliver exceptional service.
- Set performance targets and monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores.
- Handle escalated customer complaints efficiently and professionally.
- Establish and embed clear ways of working, structured workflows, and service standards to ensure consistency, efficiency, and scalability across the function.
- Analyse customer feedback, identify trends, and implement improvements.
- Develop and maintain customer service policies, procedures, and best practices.
- Deliver training, coaching, and ongoing development for team members.
- Collaborate with other departments (sales, operations, logistics) to enhance customer experience.
- Prepare regular reports on service performance and present insights to senior management.
- Manage staffing levels, scheduling, and workforce planning to meet business demands.
Sales Support
- Provide structured reporting on sales support activity, pricing trends, and customer demand to support commercial decision-making.
- Drive improvements in sales support processes and administration to reduce field sales time spent on admin and maximise customer-facing time.
- Ensure pricing, quotation, and administrative processes are accurate, efficient, and add value to the overall customer experience.
- Oversee CRM data quality and maintenance, ensuring accurate capture of customer interactions while leading the team to proactively support pipeline development through effective case management, follow-up, and opportunity identification.
Skills & Experience
- Proven experience in a customer service management or supervisory role.
- Strong leadership and people management skills with the ability to inspire and motivate.
- Excellent communication and interpersonal skills.
- Strong problem-solving and conflict-resolution abilities.
- Experience using customer service systems or CRM platforms.
- Ability to analyse data and make informed decisions.
- Highly organised with strong attention to detail.
- A proactive, customer-focused mindset with a commitment to continuous improvement.
