Company Overview
Co-Operative Animal Health Group operates in 40 different countries and incorporates 3 different businesses primarily between Cork and Tullow, Ireland.
Co-Operative Animal Health Ltd (CAHL) was founded in 1972 in Tullow, Co Carlow, Ireland. CAHL supplies Co-op’s, merchants and farmers with a comprehensive range of veterinary, dairy hygiene and animal nutrition products.
CAHL’s nutritional supplements range is produced at Nutribio, its manufacturing facility in Tivoli, Cork, Ireland. Nutribio’s production facility is supported by a highly qualified technical team in addition to our in-house laboratory which ensures all products are tested to the highest quality standards and offer our customers full traceability.
For over 40 years, CAHL have been the number one provider of livestock health and nutrition solutions in Ireland. We are committed to delivering solutions that improve the health and wellness of ruminants resulting in performance improvements in dairy, beef and sheep farm enterprises.
We focus on identifying key issues/problems that affect both current and potential customers and on designing solutions/programs to overcome these.
CAHL provide the complete animal husbandry solution to its customers which incorporates veterinary medicines, hygiene solutions and nutritional supplements to ensure that the animals health is always maximised while also giving the farmer a good return on investment.
Animal Health Distributors specializes in exclusive and special import services and licenses for veterinary medicine in Ireland and abroad.
Our strategy involves improving feed conversion, composition, fertility, integrity and cost.
All of our manufactured products are formulated based on the latest scientific research and in line with current EU legislation. A strict UFAS approved quality system is in place ensuring that all of our mineral supplements are in line with the premium standards that we adhere to.
Role Purpose
The Customer Services Manager is responsible for leading the customer service function to deliver an outstanding customer experience while ensuring efficient order management, communication and coordination across sales, supply chain, production, warehouse and logistics. The role is accountable for maintaining high service levels, improving processes and supporting the commercial growth of the business through exceptional customer support.
This role will be located between our two sites in Cork – Tivoli & Little Island
What do we offer you?
An opportunity to work for a growing Company that is making a real difference, where you will work with a great Team and if you are looking for a learning and development environment, we have a proven history.
A competitive package which includes 21 days Annual Leave, opportunity to join a matching PRSA Pension Scheme, Discounted Healthcare cover, Education Assistance, Death in Service cover, Christmas Vouchers , Bike to Work Scheme and paid for Company Events to mention but some of the benefits. Flexible Hours and Remote working also available subject to business and role needs.
Key Responsibilities
1. Customer Experience
- Lead the customer service team to deliver a professional, responsive and customer-focused service.
- Develop strong relationships with customers, distributors and key stakeholders.
- Ensure customer enquiries, complaints and requests are resolved promptly and effectively.
- Monitor customer satisfaction and implement continuous improvement initiatives.
- Act as the escalation point for complex customer issues
2. Order Management
- Ensure timely and accurate processing of customer orders.
- Oversee order fulfilment from receipt through to delivery.
- Work closely with Planning, Production, Purchasing and Warehouse teams to ensure customer requirements are met.
- Proactively communicate delivery updates, delays and product availability.
- Maintain high levels of order accuracy and service performance.
3. Commercial Support
- Support the sales team by providing excellent internal customer support.
- Coordinate pricing updates, product availability and promotional activities.
- Assist with customer tenders, quotations and account administration.
- Identify opportunities to improve customer retention and grow existing business.
- Support new product launches and commercial initiatives.
4. Supply Chain & Logistics Coordination
- Liaise daily with warehouse and logistics teams to optimise deliveries.
- Coordinate priority orders where required.
- Monitor delivery performance and carrier service levels.
- Ensure customer commitments are aligned with operational capability.
- Participate in Sales & Operations Planning (S&OP) activities.
5. Regulatory & Quality Compliance
- Ensure customer documentation complies with company procedures and regulatory requirements.
- Maintain accurate customer records and product information.
- Support product recalls, withdrawals and customer communications where required.
- Work closely with Quality and Regulatory teams on customer-related compliance matters.
- Ensure compliance with company Quality Management System procedures.
6. Team Leadership
- Develop and Coach the customer service team.
- Set clear objectives and performance standards.
- Conduct regular performance reviews and provide ongoing feedback.
- Promote a culture of accountability, teamwork and continuous improvement.
- Ensure appropriate training and succession planning.
7.Process Improvement
- Review and improve customer service processes.
- Drive efficiency through automation and digital systems.
- Develop KPIs and dashboards to monitor performance.
- Standardise procedures across the department.
- Lead customer service improvement projects.
8. Data & Reporting
- Produce weekly and monthly performance reports.
- Monitor KPIs including:
- Order accuracy
- On-time in-full (OTIF) delivery
- Customer response times
- Complaint resolution times
- Customer satisfaction
- Backorder performance
- Analyse trends and recommend corrective actions.
Knowledge & Experience
- Experience managing a customer service team in manufacturing, veterinary, pharmaceutical, agricultural or FMCG sectors.
- Understanding of ERP systems.
- Knowledge of supply chain and distribution processes.
- Strong commercial awareness.
- Experience working in a regulated environment is desirable.
- Excellent communication and stakeholder management skills.
- Strong organisational and problem-solving abilities.
Job Types: Permanent, Full-time
Benefits:
- Bike to work scheme
- Company events
- Company pension
- Employee assistance program
- Flexitime
- On-site parking
- Private medical insurance
- Sick pay
- Wellness program
Work authorisation:
Work Location: In person
