Customer Manager

Customer Manager

Staffline Ireland are recruiting for a Customer Manager on behalf of a premium drinks group. The Customer Manager will be responsible for overseeing activity across key customer channels which includes distributor partners around the world, cask owners, retailers and DTC fulfilment. This will include order receipt and processing, managing enquiries, supporting order fulfilment, resolving customer issues, coordinating with external logistics partners, internal departments and ensuring the company delivers a consistent, professional, and brand-aligned experience.

Responsibilities:

• Deliver excellent service across all customer touchpoints.
• Efficiently process customer orders from receipt to despatch managing customer enquiries received by phone, email, website, social media, online shop and visitor channels.
• Ensure customer enquiries are responded to promptly, professionally, and in line with company service standards.
• Work closely with logistics, warehouse, production, and sales teams to resolve stock availability, fulfilment, dispatch, and delivery queries.
• Support trade customers, distributors, hospitality partners, and corporate clients with accurate product, order, pricing, and delivery information.
• Maintain accurate customer records using CRM, e-commerce, order management, and internal reporting systems.
• Handle complaints and escalations calmly and fairly, ensuring appropriate investigation, resolution, and follow-up.
• Develop, implement, and maintain customer service procedures, templates, response standards, and best-practice processes.
• Monitor customer feedback and identify recurring issues, trends, or opportunities for improvement.
• Report on key customer service metrics including time to despatch, response times, resolution rates, complaint trends, customer satisfaction, order accuracy, and service performance.
• Support the wider commercial team by sharing customer insights, feedback, and opportunities to improve the customer journey.
• Maintain up-to-date knowledge of products, brand story, visitor experiences, tours, tastings, promotions, and events.
• Liaise with marketing and e-commerce teams to ensure customer-facing information is accurate, clear, and consistent.
• Support seasonal trading periods, product launches, events, promotions, and increased customer demand.
• Any other duties role may involve.

Person Specification:

• Previous experience in a customer service management or customer operations role.
• Experience in alcoholic beverages, logistics within a duty suspended environment, hospitality, FMCG, retail, e-commerce would be advantageous.
• Excellent written and verbal communication skills.
• Confident handling customer complaints, difficult conversations, and escalations in a calm and professional manner.
• Strong organisational skills with the ability to manage competing priorities in a fast-paced environment.
• Good commercial awareness and an understanding of how customer service supports brand reputation, customer loyalty, and sales growth.
• Experience using CRM, order management, e-commerce, helpdesk, booking, or stock management systems.
• Ability to analyse customer service information and use data to improve performance.
• High attention to detail and a commitment to accuracy in customer communication and record-keeping.
• A proactive, solutions-focused approach to problem solving.
• Interest in Irish whiskey, gin, hospitality, food and drink tourism, or premium consumer products would be beneficial.

The Rewards

The successful Customer Manager will enjoy a competitive salary depending on experience plus Bonus.

Location

The Customer Manager role will be based in County Down.

To be considered for this position, please forward your CV to Ross McConville at Staffline Ireland by clicking on the APPLY button on this page and attaching your CV.

The Staffline Ireland Specialist Team is a dedicated division within Staffline Ireland, focused on providing Permanent, Contract & Temporary staffing solutions across; Construction, Engineering, Accountancy & Finance, Financial Services & Insurance, Health & Safety, HR, IT, Sales & Marketing, Senior Manufacturing, Procurement & Supply Chain & Medical, Health & Social Care.