Our Client is a leading specialist distributor of industrial maintenance, repair and overhaul (MRO) products and services, offering millions of product lines and a broad range of value-added services to improve production efficiency and reduce customer costs. They are looking to attract a Customer Operations Lead who will be responsible for developing and managing a key customer site in Cavan ensuring profitability, efficiency, and exceptional service delivery. This includes driving business growth, managing stock and purchasing, and maintaining strong customer relationships.
Key Responsibilities:
Revenue & Financial Performance:
- Deliver contracted services and cost-saving initiatives.
- Prepare and follow up on quotes and reports.
- Manage commercial relationships, pricing, and credit control.
- Customer Relationship Management:
- Ensure high levels of customer service and satisfaction.
- Lead regular review meetings and strategic planning with customers.
- Promote technical solutions and continuous improvement programs.
- Handle escalations and provide technical support when required.
Customer relationship management:
- Consistent delivery of agreed levels of customer service.
- Develop onsite relationships by setting and attending regular review meetings
- Face to face dealings with customers and agreement of strategy with the Field Sales Executive and Key accounts.
- Develop a program for regular site involvement from the Company's technical specialists & key strategic suppliers to enhance reliability performance and achieve cost saving targets set.
- Implement/execute customer specific implementation plans.
- Strive to deliver continuous improvement programs to improve customer service levels.
- Proactive development of process improvement aimed at improving customer service.
- Establish and integrate yourself into the customer's team.
- Manage customer expectations and any escalations.
- Develop product knowledge and ability to offer technical support across a wide range of MRO products.
Purchasing, Logistics and Housekeeping:
- Planning and management of stock in line with Customer requirements and company business targets.
- Adherence to company stock management policies - e.g. perpetual inventory schedules.
- Maintain stock in good saleable condition, retaining traceability (where applicable) & Purchasing where ever possible including usage of company Cards.
- Negotiation and management of the purchase of non-stock items to support the consolidation of available basket.
- Proactive management of all customer VMI suppliers to review, monitor and assist in amending stock levels
Key Requirements:
Strong understanding of the MRO market and relevant products.
Solid technical knowledge and commercial acumen.
Excellent communication, problem-solving, and IT skills.
Flexible, proactive, and customer-focused.
Ability to work in cross-functional teams and high-pressure environments.
3+ years of relevant experience.
Full driving licence required.
Salary and benefits commensurate with experience.
Benefits:
- Company pension
- On-site parking
- Private medical insurance
Work Location: In person
