Customer Service Manager

About Watershed Group

Watershed Group stands among Europe's leading label manufacturers, delivering innovative and premium labeling solutions across sectors such as Home & Personal Care, Premium Food & Beverage, Healthcare, Automotive & Durables, and Consumer markets. With facilities in Ireland, UK, Germany, and Poland, the company maintains a strong reputation for excellence in customer service, quality, and innovation.

Position Overview

We are looking for an experienced and energetic Customer Service Manager to lead our customer service team at the Pressure Sensitive Label Printing facility located in Dublin, Ireland. This role involves managing daily operations, ensuring superior customer experiences, and acting as the primary liaison between customers, sales, and production departments.

Key Responsibilities

• Provide leadership, mentorship, and development opportunities to the customer service team, fostering a high-performance and customer-centric culture.
• Oversee daily departmental activities to guarantee timely and precise order processing, quotation preparation, and delivery coordination.
• Handle escalations related to customer inquiries, complaints, and complicated issues with prompt and effective solutions.
• Work collaboratively with Sales, Production, Planning, and Quality teams to synchronize customer demands with operational capabilities.
• Track and analyze performance indicators such as on-time delivery, response times, and complaint rates to identify areas for improvement.
• Drive continuous improvement efforts in customer service processes and technologies.
• Ensure adherence to company policies and industry regulations concerning quality, safety, and customer communications.
• Generate regular performance reports for management focusing on team productivity, customer satisfaction, and service trends.
• Contribute to strategic projects aimed at enhancing customer experience and operational efficiency.

Qualifications & Experience

• Bachelor’s degree in Business, Management, or a closely related discipline, or equivalent practical experience.
• At least five years of experience in customer service, including a minimum of three years in managerial capacities, ideally within manufacturing or print/packaging industries.
• Strong leadership abilities, with excellent coaching and interpersonal communication skills.
• Exceptional problem-solving and communication capabilities.
• Proficient in ERP and CRM software; familiarity with print industry-specific systems is beneficial.
• Capability to juggle multiple priorities effectively in a dynamic, deadline-driven environment.
• Skilled in analytical techniques and producing operational reports.