Company: Arrabawn Co-Op

Location: Nenagh

Job Title: Customer Service Specialist

Reports To: Commercial Manager

Job Purpose

The Customer Service Specialist will play a key role in supporting Arrabawn Co-Op's delivery operations. The main focus of the role is to organize customer orders and deliveries, ensuring all necessary paperwork is accurately completed and maintained. The Customer Service Specialist will act as a key liaison between customers, the commercial team, and the production/warehouse team, addressing any issues that may arise and managing customer expectations in relation to delivery schedules and input into production planning and specification requirements. The Customer Service Specialist will also be responsible for 3rd party delivery planning of product to customers requiring CFR, CIF, FOB CPT, EXW etc.

Key Responsibilities

1. Delivery Coordination and Administration

• Organize and schedule deliveries to customers or pickups by customers, ensuring all necessary documentation is accurate and complete.
• Coordinate with logistics to track shipments and ensure timely delivery.
• Update systems with purchase orders agreed.
• Prepare and process delivery paperwork, including invoices, delivery dockets, and compliance documents as required.
• Provide feedback to operations for production planning purposes.
• Work with Commercial team to improve on and escalate any issues which may arise at a customer level.

1. Customer Communication

• Serve as the primary point of contact for customers regarding delivery-related inquiries.
• Proactively communicate any delivery delays or issues, providing alternative solutions when necessary.
• Manage customer expectations and ensure a high level of customer satisfaction throughout the delivery process.

1. Issue Resolution

• Work closely with the commercial and production teams to address any potential or actual issues related to deliveries.
• Monitor and report on delivery performance, identifying trends and potential problem areas.
• Escalate unresolved delivery issues to relevant departments, ensuring prompt resolution.

1. Collaboration and Coordination

• Collaborate with the commercial team to provide updates on customer delivery statuses.
• Liaise with the production team to ensure availability of products for delivery according to customer orders.
• Coordinate with internal teams to ensure customer needs are met efficiently and effectively.

1. Documentation and Reporting

• Maintain accurate records of all customer interactions, delivery schedules, and related paperwork.
• Prepare reports on delivery metrics and customer service performance.
• Ensure compliance with company policies, procedures, and industry regulations in all customer interactions and documentation.
• Liaise with 3rd party stakeholders e.g. Dept of Ag to ensure paperwork for export is accurate and received in a timely fashion.

Required Skills and Qualifications

• Experience: At least 2 years of experience in a customer service and/or logistics/quality assurance /accounts preferably within the agricultural or FMCG sectors.
• Technical Skills: Proficiency in Microsoft Office Suite (Word, Excel, Outlook Softtrace). Experience with logistics software or ERP systems is a plus.
• Communication: Strong verbal and written communication skills, with the ability to articulate complex information clearly and professionally.
• Problem-Solving: Ability to troubleshoot issues effectively and efficiently, demonstrating a proactive approach to problem-solving.
• Organization: Strong organizational skills with the ability to manage multiple priorities and meet deadlines.
• Team Player: Ability to work collaboratively with different departments to achieve shared goals.

Personal Attributes

• High attention to detail and accuracy.
• Customer-focused with a positive and professional demeanour.
• Ability to work under pressure and adapt to changing priorities.

Application Process

Please submit your CV and cover letter detailing your suitability for the role