Job Title: Customer Care & Logistics Executive
Role Type: Permanent
Location: South Dublin

Our exclusive client is looking to hire a Customer Care & Logistics Executive on a full-time, permanent basis. Based in their state-of-the-art facilities in Dublin, you’ll be joining the organization at a critical and exciting stage in their growth strategy. This company provides genetic testing services to the Clinical, Research and Biopharmaceutical industries. The Customer Care & Logistics Executive is responsible for managing all customer interactions and overseeing logistics operations. Ensuring high levels of customer satisfaction and coordinating with all internal departments and external suppliers. This role is a fully on-site position.

Duties & Responsibilities:

1. Customer Service Management:

• Respond to customer inquiries via phone, email, and chat promptly and professionally.

• Resolve customer complaints and issues, ensuring customer satisfaction.

• Provide accurate information regarding products, services, and order status.

• Maintain and update customer records in the system.

• Liaise closely with the commercial team to ensure all customers are responded to promptly and with professionalism

• Responsible for weekly reporting to management on status of customer queries and stock

3. Logistics Coordination:

• Oversee the order fulfilment process, from order placement to delivery.

• Coordinate with suppliers, and transportation companies to ensure timely and cost-effective delivery.

• Track service metrices and update customers on delivery status.

• Manage logistics documentation, including shipping documents, invoices, and customs paperwork.

5. Inventory Management:

• Monitor inventory levels and coordinate with the finance team to replenish stock as needed.

• Ensure accurate inventory records and perform regular stock audits.

7. Process Improvement:

• Identify areas for improvement in customer service and logistics processes.

• Implement best practices to enhance efficiency and customer satisfaction.

• Work in partnership with the commercial team to ensure a process of continuing improvement in areas customer service and support 

9. Reporting and Analysis:

• Prepare regular reports on customer service metrics, logistics performance, and inventory status.

11. Team Collaboration:

• Work closely with sales, marketing, and laboratory teams to align customer service and logistics efforts with business objectives

Qualifications and Experience Required:

• 3rd level qualification is desirab;e.

• 2 + years experience in a customer facing role

• Excellent MS Office skills

• Previous experience with a customer relationship management (CRM) system or a ERP system would be an advantage

• Excellent written and verbal communication skills

• Strong analytical abilities

• Organised and able to manage multiple tasks simultaneously.

This role is open to candidates currently residing in Ireland, with a Stamp 4 Visa or EEA/EU passport.