Customer Service Rep

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Job description

Airport Staff are currently for a customer service representative to join our client based in Cork on a short term contract to cover maternity leave for 4 months.

Purpose of role :

  • The handles requests from the Customer, monitors and manages shipments, handles and communicates deviations in transit, and investigates on non-conformities, liaising on a daily basis with the customer, internal departments and the Logistics Service Providers.
  • Responsible as the key point of contract for day to day operations. Through high levels of customer engagement and issue resolution the role will impact the organisation by coordinating high quality communication flows with the key team members in Ireland and Europe.
  • The role will ensure that the department operates to Best in Class\” quality standards and in an environment of continuous improvement.

Key Results/Accountabilities expected from the Role :

  • Be the conduit for key communication between daily operations staff for Integrated Logistics Customer\’s and the operations team across customers sites.
  • Be aware of the importance of following the Good Distribution Practice for Pharma products along all the supply change and following all the SOP concerned with the products, if concerned.
  • Responds to customers requests for shipments in transit.
  • Reports on status of all orders in transit and at the Distribution Centre on a daily basis.
  • Handles proof of delivery requests and non-conformities ( transport related deviations) to investigate on root cause and causing party, as well as align on corrective actions with the involved parties.
  • Supports preparation of Quality Review meetings with Logistics Service Providers and with Customer.
  • Proactively supports implementation of new processes.
  • Escalates to management in a timely manner on non-conformities on potential issues.
  • Coordinates closely with internal transport and warehouse planning teams.
  • Own the relationship with key internal suppliers and stakeholders across all modes (Air, Sea…)
  • Develop and maintain through up to date understanding of the customer profile and service requirements.
  • Analyse and prepare written reports and activity reports on delivery performance.
  • Publish weekly and monthly KPI reports to Customers and internal teams.
  • Ensure that the customer is serviced in a professional manner.
  • Action any operational items following results from QBR\’s/Audits.
  • Ensure all customer issues are resolved and responded to in a proactive and timely manner.
  • Attend customer meetings/con calls as when required.
  • Other ad-hoc duties assigned to you by your manager.

** please note due to the nature of this role you will be required to undergo a 5 year background check **

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