Customer Service & Support Jobs in Cluain Meala, Ireland (Now Hiring) — 6 open

JOB SUMMARY & SCOPE

To be an integral part of the Revenue Operations team and provide a reliable, accurate and responsive service to the business in processing customer sales and vendor purchase orders and associated responsibilities.

To maintain a ‘customer first’ philosophy to ensure high levels of service to our customers and external partners.

To be the first point of contact for sales and vendor purchase order queries and requests for information and to ensure the provision of high-quality administrative support to the Revenue Operations Lead.

This role may be more specialist in supporting the sales team with specific key projects and customers, therefore having more of a sales support focus where it offers expertise on product options and costs.

KEY ACCOUNTABILITIES

· Review and process customer Sales/Service Orders (SO) and Vendor Purchase Orders (PO) within agreed timescales.

· Check in on product deliveries and statuses – from when a product is ordered and PO processed through to delivery.

· Liaising with the Finance team to ensure accurate and timely invoicing.

· Serve as a primary point of contact for customers and vendors regarding order queries, where appropriate. Develop and maintain excellent rapport with key contacts.

· Communicate regularly with customers to provide updates on project statuses, address concerns, and ensure satisfaction with the delivery process.

· Identify and make suggestions for areas of negotiation with vendors to ensure the best pricing and margins are obtained for the business.

· Liaise with the Deals Desk Lead to ensure that particularly complex or high value orders are processed correctly. Seek guidance and support where needed. Hand over appropriate complex orders to the Deal Desk Lead, when required.

· Raise any challenges that Revenue Operations is facing, as well as feedback from vendors and customers, to relevant internal stakeholders.

· Where required, collaborate with the sales team to understand customer requirements, including (but not limited to) deadlines and quantities.

· Obtain quotes from vendors for new orders, maintaining an awareness of margins. Feeding back to the Revenue Operations team where areas for improvement are identified.

· Manage, raise and track Return Authorisations (RET) for customers and vendor returns (VRA).

· Support with creation of commercial invoices and export documentation and liaison with Supply Chain where necessary.

· Support the management of the open Sales Order Book and open Purchase Order Book incorporating preparation for and attendance of monthly sales fulfilment meetings where required.

· Management and resolution of internal and external order and fulfilment related queries.

· Communicate SO/PO status changes or delays to appropriate individual, team or customer.

· Administration support of major partner / vendor portals.

· Liaise with Operations and Technical Services to prioritise SO delivery against Tech availability where necessary for any technical services, staging/commissioning or on-site work.

· Addition of new sub customer delivery accounts.

· Monthly and Ad-hoc SO/PO reporting.

· Maintain a relevant understanding of core product and service offerings as required.

· Any other duties that are required from time to time to ensure the smooth running of Revenue Operations, Sales, and Finance Teams.

· Where required, work within budget parameters for customers to provide cost-effective solutions and POs that assist with customer project requirements.

· Negotiate pricing with vendors to secure competitive rates, when acting as a sales support.

· Maintain customer project tracking, where required, and link this to relevant orders that have been processed.

· Liaise with the Contracts Operations Coordinator to understand and support with timely and accurate processing of service orders by leveraging vendor provided data and NetSuite reports, where required.

EDUCATION + EXPERIENCE + KEY TRAITS

· Educated to GCSE level or equivalent (5 min), previous experience in a Sales related administrative role an advantage

· Proficient in Microsoft Office Suite with good Excel skills

· Previous experience with NetSuite and/or Salesforce an advantage

· Ability to manage, prioritise and complete tasks to demanding deadlines against Key Performance Indicators

· Good organisational skills and the ability to understand detailed information

· Administrative experience is essential

· High attention to detail

· Self accountable and self motivated

· Excellent time management

· Good interpersonal skills to form effective working relationships with people at all levels

· Ability to embrace change

· Flexible and able to readily accept appropriate responsibility

TYPICAL PERFORMANCE TARGETS

· DRIVEN: Ability to work to demanding delivery deadlines and operate against Key Performance Indicators

· CUSTOMER FOCUS: Builds and develops effective working relationships with the wider team

· INNOVATIVE: Effectively and efficiently gathers data to make informed decisions

· COLLABORATION: Work with the wider sales team to strive for business results and success

LANGUAGE SKILLS

· Primary language used in daily operations is English.

SUPERVISION

· Role does not involve management of employees.

DECISION MAKING + REASONING

· Able to take accountability and responsibility for business target delivery and decision making.

WORKING RELATIONSHIPS

· Revenue Administration Teams

· Sales Management

· Customers and Vendors

· All UK&I Teams