Customer Care Representative, Galway

A Customer Care Representative (1 FTE) at our location in Galway, will support customer service, project management, and account management, serving as a key link between the customer and internal teams. You play a crucial role in the order management process by ensuring timely order processing, confirming realistic delivery times through the careful application and following established processes and procedures. In doing so, the CCR will work closely with cross functional teams at our European headquarters in Venray (Netherlands).

The CCR will provide excellent customer service and continuously strive to improve customer satisfaction. By adhering to internal guidelines, the CCR will consistently apply pricing and surcharges in line with company policy to ensure both high service levels and revenue. Additionally, the CCR will support both internal and external customers, closely monitoring potential risks and issues with customer orders, and escalating them to other departments - operations, process engineering, and planning, when necessary. The CCR will also handle sample requests, provide order status updates, and facilitate various other customer requests according to set standards.

Within the order management process, the CCR will collaborate closely with operations, product specification, and process engineering to evaluate and optimize customer specifications, tracking key stakeholder’s metrics to proactively respond to customer needs. The CCR will coordinate with planning and operations to establish achievable shipping dates and communicate updated order confirmations to the customer.

Building lasting relationships with assigned customers and key stakeholders is an essential element in the CCR’s role. Together with the Regional Manager (Ireland & UK), the CCR will smoothly and efficiently handle customer inquiries, internal information requests, technical details and quotations. The CCR will also participate in commercial and business reviews with Key Accounts to add value at a strategic level to enable the Regional Manager to focus on key priorities.

This position will serve as a vital link between customers and internal teams, ensuring deliveries meet customer needs on time. A key part of the role is to continuously monitor customer orders throughout the production process. This includes keeping customers, sales and operations informed about potential delays and offering alternative solutions to meet customer expectations.

For urgent deliveries, the CCR will communicate adjustments and manage customer expectations, as well as record and follow up on customer complaints accurately in accordance with established procedures, coordinating internally to ensure timely specification reviews and other customer information requests are met.

What makes working at Oliver so enjoyable?

• Abundance of Innovation:

  Experience our well-equipped tech center in Galway. Continuous development ensures continuous change.

• A Close-knit Team:

  In Ireland, we are a small but close-knit team. Our team is more than just work colleagues as we care about each other's work happiness. Oliver is a knowledge carrier in the packaging field and we strive for success together.

• The CCR Expertise is Valued:

  At Oliver, the CCR will have the freedom to grow and apply technical insights daily. We appreciate and acknowledge contributions to our successes.

• International Opportunities, Local Convenience:

  Enjoy an international work environment close to home.

• Developmental:

  Oliver offers the CCR the chance to grow both professionally and personally through development opportunities that match the CCR’s ambitions.

• Work-life Balance:

  Benefit from 23 days of leave, an attractive bonus scheme, and the flexibility of hybrid working.

What do we expect from the CCR for this position?

• Education and Experience:

  Bachelor's degree in a commercial field or related discipline. Minimum of 2 years relevant work experience in customer service, sales or account management, or equivalent combination of education and experience. In addition, the CCR will have experience with CRM and ERP systems. Knowledge and experience in SAP & Microsoft Dynamics is a plus.

• Customer focused & relationship management:

  The CCR can respond to changing customer needs and develop and strengthen partnerships. Along with the ability to deal with various interpersonal styles.

• Teamwork:

  The CCR work both independently and with (cross-functional) teams in Galway and Venray. In addition to maintaining relationships within the team, collaborate effectively to gather information, make decisions and suggest improvements.

• Communication Skills:

  Excellent oral and written communication skills in English.

• Careful and structured:

  A keen eye for detail, but also have an overview of the bigger picture, able to prioritize tasks based on urgency.

At Oliver, it’s more than just your qualifications as we highly value experience, work ethic and alignment with our core values and culture.

Can we hear your story?

We’re very interested in hearing from and about you as well as what you would bring to the CCR role. Please apply directly, including a cover letter and your resume.