Customer Service Administrator
Customer Service Administrator
Customer Service Administrator
Company: McCulla Ireland (Part of the One Frio Group)
Position: Customer Service Administrator
Location: Northern Ireland
Employment Type: Full-time (Monday – Friday, 9.00am – 6.00pm, with a 1-hour lunch break)
Salary: Dependent on experience
About McCulla Ireland
With over 55 years of experience in the logistics industry, McCulla Ireland is one of the country’s leading providers of ambient, chilled, and frozen logistics solutions throughout Ireland, the United Kingdom, and Europe. Now proudly part of the One Frio Group, we continue to expand our reach and capabilities across a broader European network.
We currently operate across multiple Operating Centres in Northern Ireland and Ireland, with ongoing plans for further expansion. McCulla employs over 300 staff across our Transport, Warehousing, Customs, and Green Bioenergy operations. Supported by an ever-growing, modern fleet of over 120 vehicles and 200 trailers, we deliver a seamless "just-in-time" service. With environmental sustainability at the forefront of everything we do, our eco-friendly practices make us unique in the marketplace for our customers.
Role Overview
We are seeking a reliable, organised, and customer-focused Customer Service Administrator to join our team. The successful candidate will act as a key point of contact for our clients, managing daily enquiries, maintaining accurate transport records, and ensuring our commitment to exceptional service delivery is met consistently.
About this role
Key Duties & Responsibilities
Customer Enquiries & Query Management: Take full ownership of all daily customer service queries received via telephone and email. Ensure all contacts are logged, tracked, and followed through to resolution.
Escalations: Identify and escalate complex or unresolved issues to the Customer Service Manager in a timely manner.
Proactive Communication: Maintain clear and regular communication with both customers and internal operational teams regarding updates, delays, or issues, following them through to resolution.
Complaints Handling: Receive, log, and manage customer complaints, ensuring thorough investigations are conducted and issues are resolved promptly.
Documentation & Accuracy: Review manifests for accuracy and completeness; investigate and resolve any discrepancies or errors internally.
Reporting: Prepare and produce accurate scheduled daily and weekly reports for clients.
Continuous Improvement: Participate in customer projects and support the implementation of operational enhancements.
Ad-Hoc Administration: Perform additional administrative duties as required to support smooth client communication and operational workflows.
Essential Criteria:
Experience: Proven track record in a busy administrative role, ideally within a customer service environment.
IT Literacy: Strong IT skills, including proficiency in Microsoft Office applications (Word, Excel, Outlook).
Attention to Detail: Excellent eye for detail, particularly when reviewing manifests, reports, and transport documentation.
Communication Skills: Ability to communicate professionally, clearly, and tactfully with diverse stakeholders and clients.
Organisational Skills: Excellent time-management capabilities with the ability to prioritize competing workloads in a fast-paced setting.
Attributes:
A customer-first mindset with an empathetic, helpful approach.
A positive "can-do" attitude and a flexible approach to daily tasks.
Strong work ethic, reliability, and commitment to high-quality output.
Desirable Criteria:
Knowledge of, or a keen interest in, the transport and logistics industry.
Benefits & Terms
Competitive Salary: To be confirmed based on skills and experience.
Pension: Matched employee and employer pension contribution scheme.
Insurance: Life assurance and death-in-service benefit cover.
Career Growth: Dedicated training and professional development opportunities.
Additional Annual Leave (Service Based)
Skills needed for this job opportunity
Answering Customer Questions
Customer Service
Responding to Customer Needs
Administrative skills
