Customer Services Lead

Location Belfast
Discipline: Administration & Office
Job type: Full time
Job ref: J108497
Published: 28 days ago

We are seeking a Customer Services Lead for our client, a printed carton and labels manufacturer based in Belfast.

Pay rate: £25,000 Per Annum

Hours Per Week: 40

Working Hours: Monday to Friday

Job Type: Full time, temporary to permanent

Job Duties:

- Generating Sales and Production orders

- Calculating the quantity of board required and generating purchase orders

- Pricing Sales order using the customer pricing structure

- Maintaining the board control document

- Accurately maintaining carton specification documents

- Managing aged board and aged finished goods stocks

- Attending new job meetings with the Production Managers

- Entering customer deliveries, optimising transport scheduled

- Managing customer service processes & customer forecasts

- Provide customer requested information i.e., stock reports etc.

- Attend customer visits (on/off site)

- Responding directly to customer queries, confidently and effectively resolving customer service issues

- Managing escalation of customer queries as required

- Outwork – Liaise with European supply network (internal/external)

- Resolve invoice queries

- Achieving monthly target for Margin Improvement projects

- Ensure accuracy of all customer service data for management reporting

- Providing support cover for peers during Annual Leave or Absence

- Support the management of a team of customer service staff, including day-to-day operations, employee schedules and ensuring adequate staffing, and coaching and mentoring new customer service staff

- Ensuring Company policy, procedures and Health & Safety requirements are adhered to at all times

Job criteria:


- A minimum of 5 years’ proven experience within a similar position, gained preferably in a specialist service area

- A minimum of 5 years’ proven customer facing experience

- Demonstrable experience of customer account management

- Demonstrable experience of leading a customer services team

- Experience of CRM systems would be advantageous

- Educational qualifications demonstrating proficiency at A Level, or equivalent, standard


- Excellent attention to detail with the ability to follow detailed processes and procedures

- Ability to proactively use your own initiative and prioritise workloads whilst maintaining deadlines

- Ability to operate effectively and flexibly within a fast-paced environment and maintain standards whilst working to production schedules

- Adaptable to work cross-functionally across the team

- Solid problem-solving and decision-making skills

- Professional level communication and interpersonal skills with the ability to build and sustain effective relationships with employees at all levels and external customers and suppliers

- Competent numeracy and literacy skills

- Competent IT Literacy, with proficiency in MS Office in particular Excel

Additional Information:

Candidates interested in this position please send CV to

For more information regarding this role please contact our Belfast office on 028 9032 2511 and ask to speak to Gemma.