Senior Customer Services Manager

Senior Manager – Customer Service

Abbey Quarter Kilkenny/Hybrid working

Tirlán

Tirlán, is a world-class food and nutrition co-operative, with a diverse portfolio of quality ingredients, leading consumer and agri brands.

Tirlán owns leading brands such as Avonmore, Kilmeaden Cheese, Millac, Solmiko, Truly Grass Fed, Premier Milk, Wexford, mymilkman.ie and GAIN Animal Nutrition.

We nurture a talented team across Ireland, the US, MEA and China, delivering annual revenues of over €3 billion, and circa 2,000 people to manage our network of 11 processing plants and 52 agri branches. Our purpose is to nourish the world, while safeguarding our environment for future generations.

Role Profile

Reporting to the Head of Commercial Digital Transformation and Customer Service, the Senior Manager, Ingredients Customer Service role is responsible for leading and managing the Customer Service team to deliver exceptional service and support to our customers across the Tirlán Ingredients category. This role is responsible for strategic leadership, operational excellence and continuous improvement across all Ingredients customer service activities, including order management, customer care, global shipping documentation and customer experience delivery. The successful candidate will play a key role in transforming customer service through process optimisation, data-driven insights and digital innovation, ensuring the function consistently delivers value, efficiency and best-in-class service. Working closely with Commercial, Supply Chain, Operations, Quality and Marketing teams, this role will ensure integrated, scalable and forward-looking customer service processes that support Tirlán’s growth ambitions and evolving customer expectations

Responsibilities

• Lead, coach and develop a high performing Ingredients Customer Service, Operations & Global documents team
• Build capability within the team to adopt new tools, technologies and ways of working
• Develop and implement customer care strategies that align with Tirlán’s ‘Voice of Customer’ goals and objectives
• Ensure a consistent high quality customer experience across all touchpoints
• Collaborate with other functions, Commercial, Category, Marketing, Quality, Ops & Supply Chain etc. to drive customer service processes and services
• Drive process standardisation and simplification to improve service levels and reduce inefficiencies
• Oversee day-to-day operations, ensuring efficient running and reporting of order management process, customer inquiries, service requests, complaints etc.
• Ensure robust performance management through structured review processes (e.g. 3M framework)
• Lead a structured pipeline of continuous improvement initiatives, focused on:
  • Eliminating waste and inefficiencies
  • Reducing manual touchpoints
  • Improving speed, accuracy and service levels
• Embed a data-driven approach to identifying improvement opportunities and tracking impact
• Analyse customer service data and trends to identify areas for improvement
• Work closely with Digital and IT teams to leverage platforms, analytics and emerging technologies
• Drive adoption of new systems, tools and digital workflows across the team
• Manage budgets and resources to ensure optimal performance
• Ensure compliance with industry standards & import/export regulatory requirements
• Act as a point of escalation for complex issues and resolve them in a timely manner
• Partner with commercial teams to address customer pain points and continually improve customer experience
• Use insights to continuously optimise processes, service models and resource allocation
• Create an inspiring team environment with a collaborative culture

Requirements

• Proven experience as a manager, team leader or relevant role
• Strong track record of driving continuous improvement and operational efficiency
• Outstanding organisational, people development and leadership skills
• Experience in supporting customers, managing processes and providing solutions based on customer need
• Excellent communication and interpersonal skills with aptitude in building relationships with professionals of all organisational levels
• Ability in problem-solving, continuous improvement, digital transformation and negotiations
• Demonstrated ability to re-engineer processes and improve performance outcomes
• Knowledge dealing with compliance, regulatory bodies & similar stakeholder groups

Competencies

• Strategic Agility
• Building Effective Teams
• Drive for Results
• Interpersonal Savvy
• Commercial Acumen
• Problem Solving

We offer

• Hybrid working
• Free parking incl. EV charging
• On-site gym free to use for employees
• Work/life balance and collaborative work culture

About us

Through our expertise in research and development, customer insights, food safety and state-of-the-art manufacturing we bring innovative food and nutrition solutions to a global market.  Our new and vibrant headquarters in Kilkenny City operates as a collaboration hub where multi-functional teams come together in a hybrid work environment.

Commitment to Diversity & Inclusion
We believe in the value of difference. We know that different perspectives, life experience and backgrounds can drive innovation and deliver growth.

We welcome people from all walks of life without regard to race, colour, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, or disability status. 

Join our Talent Pool

Considering a new career in Tirlán but this isn’t the role for you? Join our talent community and sign up for job notifications at www.tirlan.com/careers

Tirlán is a Values Based Organisation