Customer Service / Success manager - DMC47318

Overview

Lead a team to deliver customer service, liaison across sales, finance, transport.

Key Responsibilities

• hubspot crm
• kpi tracking
• client queries
• process improvement
• reporting
• team leadership

Tasks

You’ll manage a team of 7-10 customer service agents, driving structure, accountability, and proactive communication. The successful candidate will have a commercial mindset, strong organisational skills, and the ability to handle fast-moving client queries — often requiring quick calculations and confident decision-making on the spot. You will liaise with the owners of the company and also deliver reports on performance to senior management. -Champion continuous improvement across systems and workflows, including within HubSpot CRM. -Encourage and develop emerging team leads to build future succession capability. -Gain visibility across multiple departments and senior stakeholders. -Establish and track weekly and monthly KPIs to monitor performance and drive accountability. -Lead a motivated, capable team with opportunities to shape future structure and KPIs. -Keep the sales team on track with paperwork, quotations, and documentation, ensuring all customer data and pricing details are accurate. -Respond quickly to client queries, including performing on-the-spot commercial calculations when needed. -Collaborate with internal teams to resolve escalations, streamline processes, and improve customer satisfaction. -Generate and present weekly reports to the Operations Director and bi-weekly updates for senior leadership. -Oversee day-to-day activity volumes — approximately 20 calls and 50 emails per agent per day — ensuring efficiency and consistency. -Act as the main link between Sales, Finance, and Transport, ensuring seamless communication and timely follow-up on client matters. -Lead, coach, and develop a team of 7 - 10 customer service professionals to deliver exceptional service to commercial clients.

Requirements

• hubspot
• data analysis
• communication
• organised
• 5+ years
• leadership

What You Bring

We’re partnering with a well-established and rapidly growing commercial services company in Dublin West to recruit an experienced Customer Service / Success Manager. This is a key leadership role that bridges the gap between Sales, Finance, and Transport, ensuring customer satisfaction, operational efficiency, and internal alignment across departments. This is an excellent opportunity for someone who enjoys bringing order and focus to a busy, high-performing team while contributing directly to business success and client retention. If you are living in Ireland and hold a valid work permit, we would love to hear from you, if however you do not hold a valid work permit unfortunately we will not be in a position to assist you with your job search. -Proven experience managing teams in a commercial or B2B environment. -Background in logistics, transport, or related commercial sectors desirable. -Hands-on and accountable leadership style with a genuine focus on people development. -Experience using CRM systems such as HubSpot, and confident with reporting and data analysis. -Strong communication and influencing skills with the ability to liaise confidently between departments. -Highly organised, proactive, and able to prioritise in a fast-paced environment. -Minimum 5 years’ experience in a senior customer service, client success, or operations support role. -Excellent numerical and analytical ability — comfortable doing quick cost or pricing calculations during client interactions.

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Benefits

Salary: €70,000 – €80,000 Benefits: Statutory pension, onsite parking, canteen, and collaborative work environment

About Osborne - Recruitment Consultancy

-Founded with a mission to connect talented individuals with leading organizations. -Specializing in recruitment for industries ranging from industrial to energy sectors. -Focused on matching the right talent with the right roles to foster business growth. -Expertise spans multiple sectors including infrastructure, utilities, and transport. -Recognized for providing high-quality recruitment services that drive client success. -Recognized for a personalized approach to recruitment, placing people at the heart of every decision.

Sector Specialisms

Visa Sponsorship

-only candidates with a valid irish work permit will be considered; no sponsorship offered.