Customer Service Associate

Location: Mayo
Employment Type: Full-time

Role Overview

We’re seeking a detail‑driven Customer Service Associate to manage customer accounts and orders end-to-end. You’ll proactively drive orders and shipments through internal systems, coordinate closely with planning, production, and logistics, and build working knowledge of technical products to resolve internal issues quickly. The role centres on accuracy, follow‑through, and cross‑functional problem solving to ensure exceptional customer outcomes.

Key Responsibilities

• Process, validate, and manage customer orders from receipt to delivery, ensuring data accuracy across ERP/CRM systems.
• Proactively track order progress; identify risks (material shortages, capacity constraints, transport delays) and drive resolution.
• Issue order confirmations, delivery updates, shipping docs, and invoices as required.
• Liaise daily with planning, production, quality, and logistics to align schedules, expedite priority orders, and secure on‑time shipment.
• Own escalations: convene the right stakeholders, document actions, and close the loop with customers.
• Serve as a consistent point of contact for assigned accounts; provide accurate ETAs, shipment status, and alternatives when needed.
• Capture and communicate customer requirements (forecast changes, packaging/labelling needs, compliance docs).
• Create/maintain cases, tickets, and RMA/returns when applicable; track to resolution.
• Develop working knowledge of product lines and use cases to triage queries and route issues effectively.
• Support creation of FAQs or quick-reference guides for recurring technical questions.
• Monitor KPIs, investigate root causes for misses, and recommend process/systems improvements.
• Contribute to SOPs, training materials, and knowledge base articles.

Required Qualifications & Experience

• 2+ years in customer service, order management, supply chain coordination, or inside sales within a manufacturing/technical or B2B environment.
• Strong experience with ERP (e.g., SAP, Oracle, Netsuite, Microsoft Dynamics) and CRM/ticketing tools.
• Proven track record of end-to-end order management and cross‑functional coordination.
• Excellent written and verbal communication skills; adept at managing multiple stakeholders.
• High accuracy with data entry and documentation; strong follow‑through and ownership mindset.

KSGalway

Should you require any support or assistance, please contact your local Gi Group office.

Gi Group Holdings Recruitment Limited are proud founding members of Menopause in business, pledge members for Neurodiversity in business, Disability committed members, Gold status pledge members for the Armed Forces Covenant, and Bronze trail blazers for Racial Equality matters.

Gi Group Holdings Recruitment Limited group of companies includes Gi Recruitment Limited, Draefern Limited, Gi Group Recruitment Ltd, INTOO (UK) Limited, Marks Sattin (UK) Limited, TACK TMI UK Limited, Grafton Professional Staffing Limited, Encore Personnel Services, Gi Group Ireland Limited and Kelly Services (UK) Ltd. Gi Group Ireland Limited are acting as an Employment Agency in relation to this role.

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