Customer Service Manager

Job description

Job Title: Customer Service Manager

Contract type: Permanent

Location: Galway City


The Customer Service Manager is responsible for leading and developing the Customer Service regional multilingual team. The successful applicant will be over 3 Team Leads who lead a team of approx 32 staff.

Responsibilities and Duties

  • Lead, manage and develop the customer services team to deliver world class customer service in an efficient, consistent and scalable manner
  • Continuously develop, manage and improve processes and procedures that are necessary to maintain exceptional service to our customers
  • Ensure team is driving improvements for customers based on credits and returns and CAPAs that enhance the customer experience and/or reduce costs
  • Provide guidance to all measurement activities including call monitoring, monthly metrics and customer surveys
  • Consistently gauge customer service inquires and ensure that KPI and other performance metrics are exceeding expectations
  • Establish, build and maintain strong, collaborative relationships with both internal and external customers (IT, Supply Chain, Purchasing, Finance, Quality, Commercial Teams)
  • Collaborate with US counterpart and GBS Leadership on strategic/global order to cash direction, process standardization and service excellence
  • Provide direction for Training and Skill Development plans for all employees in department
  • Assess staffing needs on an ongoing basis, proactively recommend changes when justified
  • Initiate and support improvements to operating /IT processes, systems and equipment to achieve higher levels of efficiency and customer service and flexibility in coping with business growth

Personal Characteristics

  • A proven record of leadership, development and delivering exceptional customer service
  • Strong analytical skills, excellent attention to detail and good business judgment
  • Skilled at diving into the details as well as big picture strategic planning
  • Excellent interpersonal skills with an ability to achieve results through influencing others and maintaining strong links with other departments
  • Strong communication skills (oral, written, and numerical); ability to effectively communicate to all levels of the organization - considering any cultural sensitivities as necessary
  • Self-starter, possesses flexibility and ability to work under pressure in a fast-changing environment and ambiguous situations
  • Positive attitude, team player with a high level of initiative, energy and enthusiasm


Education & Experience

  • Minimum of 5 years’ management experience in a “Best in Class” Multi Lingual Shared Service Centre for Customer Service with a focus on continuous improvement and KPI’s.
  • Demonstrated track record of leading, motivating and developing individuals and teams.
  • Experience delivering change initiatives and facilitating change in a customer focused organisation
  • Experience of an ERP required
  • Proven ability to lead teams that can measure, translate, communicate and present data

To apply for this position please contact Louisa Poinboeuf at Sigmar Recruitment T: +353 91 455308 E:

All applications will be treated with the strictest of confidence.  Sigmar will never forward your CV to a third party without prior consent


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