Customer Service Representative

About the Role

Uniphar Group is searching for an enthusiastic and skilled Customer Service Agent to join their Supply Chain and Retail Division based in Dublin. This role focuses on delivering outstanding support through efficient management of customer communications, order processing, and prompt resolution of inquiries.

Responsibilities

• Handle orders received via telephone, email, fax, including those from representatives, as well as manage credits and debits.
• Inform customers about current product availability and estimated delivery timelines.
• Address product or service questions by documenting customer concerns, determining appropriate solutions, and ensuring follow-up until resolution.
• Utilize the CRM system (BCT) for recording interactions and improving customer satisfaction.
• Support customers with inquiries related to their financial accounts.
• Report any processing or order delays promptly to Team Leaders or Management.
• Maintain high accuracy to reduce errors and their impacts.
• Work proactively in compliance with company procedures and policies.
• Meet weekly and monthly performance indicators as set by supervisors.
• Support departmental goals aligned with the wider business strategy.
• Perform additional duties as assigned by Team Leads or Managers.

Requirements

• Experience using SAP and CRM platforms.
• Proficiency with Microsoft Office suite.
• Knowledge of the market and products is advantageous.
• Problem-solving skills that are proactive, analytical, and pragmatic.
• Ability to thrive in a fast-moving environment.
• Flexible and empathetic customer engagement to manage expectations.
• Strong interpersonal skills with effective oral and written communication.

Competencies

• Understanding of commercial supply chains, including product flow from manufacturers to pre-wholesalers, wholesalers, and ultimately customers.
• Team-oriented approach with enthusiasm for customer support and cross-functional collaboration.
• Excellent telephone etiquette and communication capabilities.
• Strong organizational and time management abilities.