Customer Service Supervisor

Sales & Marketing | Ireland | Permanent | €Negotiable

Job Title: Customer Service Supervisor
Reports to: Customer Service Manager
Location: Dublin, Ireland
Must have three years’ related experience and/or training, including people management; or equivalent combination of education and experience. Experience developing or implementing new processes would be an advantage.
You will be responsible for supervising a team of customer service representatives to deliver a world-class customer experience.Start-up environment where you will be responsible for recruiting, hiring, training and ongoing customer service operations.


  • Supervise a team of 7-12 customer service representatives
  • Manage daily operations including planning, assigning and directing work to ensure all service levels (SLAs) and key performance indicators (KPIs) are met
  • Proactively manage the Order to Cash process; ensure order processing holds are addressed in a timely manner; proactively communicate product availability to customers
  • Complete regular agent call quality performance evaluations
  • Assist Customer Service Representatives in managing customer escalations to a solution or compromise
  • Interview, hire, train, evaluate, coach and develop staff; reward and discipline employees
  • Coach to behaviors that align to the company values and create a customer excellence culture
  • Analyze operational processes, identify opportunities and implements changes for service delivery improvements; active involvement in projects to improve service levels.
  • Liaise with other departments to resolve order status, product, production, delivery and billing inquiries
  • Develop and document key process steps necessary to provide the required levels of service
  • Communicate company goals, directives and policies; communicate updates to processes and procedures that change how customer inquiries are handled
  • Provide reports to senior management
  • Perform the same duties as a Customer Service Representative
  • Perform other assignments as required/assigned


  • Bachelor’s degree or equivalent from a college or university and/or a minimum of three years’ related experience and/or training; or equivalent combination of education and experience.
  • Previous experience in supervising Customer Service or Contact Centre teams
  • Previous experience in a manufacturing company and/or in the medical device and/or pharma industry preferred
  • Additional language fluency preferred such as Spanish, French and Arabic.
  • Outstanding communication skills, both verbal and written; ability to communicate effectively with customers, employees, management and cross-functionally for positive customer outcomes
  • Results-driven, energetic and resilient leader that is receptive to change
  • Demonstrated critical thinking, problem solving and analytical skills
  • Sense of urgency and proven ability to work under pressure
  • Understanding of Order to Cash process and related systems…Oracle, experience desirable

For more information contact Sarah on 01 513 7291 or apply directly with your CV.

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Your Consultant:

Sarah Hickey

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