Customer Service Manager

Company: Italicatessen Ltd. 

Description:

At Italicatessen, we select, import, and distribute top quality Italian food and wine across Ireland. We carefully select our suppliers and products based on a criterion of excellence.

Our mission is to import Italian made products with exceptional price to quality ratios, that sell very well in Italy (as opposed to products made solely for export and thus of very low value). Within each product category, we offer several ranges of different quality levels. In this way, you can choose how to better meet your customers' expectations. In addition to focusing on products of high quality and value, we also provide an outstanding service level.

Address:

Block F, Newtown Business & Enterprise Centre, Newtownmountkennedy, Co Wicklow.

Website:

Customer Service Manager Italicatessen Ltd.

Italicatessen Ltd, a leading company in importing and distributing top quality Italian food and wines, is looking for a Customer Service Manager to support the business growth. 

Position Summary

Reporting to the Head of Logistics the Customer Service Manager's primary responsibilities include the implementation of the Company's strategic and operational

Our head office is located in Newtownmountkennedy, Co Wicklow. This is an exciting and challenging opportunity for a candidate looking to use their skills and competencies in an environment where you can and will be expected to make a difference. The company has ambitious growth plans, and this role will be at the heart of achieving these plans. 

Description :

Key Responsibilities

• Accountable for coaching, mentoring, developing and managing a team of Customer Service Associates.
• Manage list of Key Performance Indicators (KPI's) and lead the team towards continuous improvement of those indicators.
• Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
• Serving as the main point of contact for delivery issues from key account customers, collaborating closely with warehouse operations and third-party carriers to address delivery exceptions promptly.
• Supervising the order management process to ensure on-time performance and enhance customer satisfaction.
• Recommending potential products or services to management through customer needs analysis.
• Enhancing the customer experience by educating customer on the use of SANA.

Ad Hoc Duties

• Any other duties as assigned to you by your manager.

The Ideal Candidate will have:

3 years' experience in a similar role.

Proficient computer skills - Experience in using Microsoft NAV a distinct advantage.

The ability to work in a fast-paced environment, a self-starter who needs little direction and has a proven track record of success.

A desire to manage and drive a diverse team to reach their full potential.

A skilled communicator, capable of motivating others and building effective teams

Strong problem solver and analytical skills.

Salary: Competitive

Benefits:

• Performance related bonus
• Competitive performance related bonus.
• 30% discount on company products.
• Career progression opportunities.
• Pension Plan.
• Laptop, phone and company expense provision.