Senior International Customer Service Specialist

Job description

Role: Senior Customer Service Support Specialist              

Location: Galway City

Contract: 12 months


You will supervise, mentor and motivate a team of International Customer Services Specialists with particular responsibility for ensuring KPIs are met and exceeded.


You will also assist the International Customer Service Manager in developing a team based continuous improvement culture with particular focus on operational efficiency to drive a better customer experience.


Key Responsibilities

  • Organising the workload for the team and ensuring that the right resources are available to meet business requirements.
  • Work closely with the International Customer Service Manager facilitating the induction and training of all team members, ensuring that the highest levels of training are delivered and measured.
  • Provide continuous on the job training and mentoring (when needed) to ensure that all ICS Specialist competencies are maintained to the highest standard.
  • Fully understand how the activities and processes within the International CS function link to overall Tier Metrics and Organisation metrics. 
  • Continuously review opportunities to streamline processes and work with the Customer Service Support Team to drive efficiencies and improve customers experience.
  • Drive cross functional collaboration to support operational delivery for IDEM & CM EMEA
  • Review, analyse and action key orders from weekly OOR and streamline escalations to relevant Commercial Leads.
  • Drive a new culture of prioritisation and targeted focus in line with the Revenue and Metric demands – ensuring that the team can fully adapt to the changing demands and have dedicated focus on the most appropriate actions for that day/ week etc.
  • Collaborate and share best practice with other Customer Service Senior Specialists within GBS ensuring consistent and up to date knowledge of all business processes.
  • Partner with the QA/RA function to ensure adherence to the Quality Management System is at the core of all Customer Service activities.


You must have:

  • Subject matter expert on all International Customer Service processes, procedures and exceptions.
  • Minimum 1 years + experience mentoring and coaching teams.
  • Experience in identifying and implementing continuous improvement activities/initiatives.
  • Demonstrated success in supporting Team Leads/Manager in managing team performance and productivity.
  • Proven track record in working with cross functional teams to deliver KPI’s.
  • SAP expert knowledge essential.
  • Expert understanding of and experience in sales distribution and logistics.
  • Excel and PowerPoint knowledge essential.


To apply for this position please contact Ciara Darcy at Sigmar Recruitment 

T: +353 91 455309 E:   


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