Customer Operations Manager

About NVD

A family-owned business, established in 1980, NVD was set up to assist vehicle manufacturers in the timely and incident free distribution of their products. We've established ourselves as a one stop shop providing the three main pillars of outbound logistics, including transporting, storing and enhancing our customers' vehicles, prior to delivery to their end location. Since 1980 NVD has been at the forefront of pioneering the digitisation of the FVL industry. As early adopters of emerging technology we have been able to introduce huge efficiencies saving time and money for our customers. Our unwavering commitment to progress and continual service improvement remains at the heart of our business today.

Summary of Position

National Vehicle Distribution is seeking a highly motivated and experienced hands-on Customer Operations Manager to join our team in New Ross, Co Wexford or Baldonnell, Co Dublin. The ideal candidate will be responsible for ensuring exceptional customer service and enhancing the overall customer experience. This role requires a strategic thinker with strong leadership skills and a passion for customer satisfaction.

Pay and Benefits

• Annual Salary range €55-65k DOE
• Pension Scheme
• Staff Purchase Scheme: Tyres and Tools
• Employee Assistance Programme
• Discounted Gym Membership
• Bike to Work

Qualifications and Skills

• Bachelor's degree in business administration or related field (preferred).
• Proven track record in account management, customer service, or operations (automotive industry experience is a distinct advantage).
• Previous managerial or supervisory experience with people management responsibilities.
• Exceptional communication and interpersonal skills.
• Customer-first mindset with ability to influence colleagues.
• Strategic thinking and proactive problem-solving skills.
• Proficiency in Microsoft Office suite and CRM software.
• Results-oriented with a history of meeting or exceeding targets and KPIs
• Willingness to travel occasionally for client meetings
• Ability to meet multiple deadlines and work effectively under pressure.
• Full clean driving license – Class B

Responsibilities

• Coordinate and set up customer-related services from initial vehicle receipt to delivery.
• Collaborate with customers to capture requirements and ensure ongoing satisfaction.
• Manage and develop the Customer Operations Team.
• Maintain excellent industry knowledge, understanding trends, and anticipating changes.
• Cultivate a customer-focused culture within the team
• Work collaboratively with internal departments to meet customer requirements.
• Conduct root cause analysis for performance and failure issues as part of our culture of consistent operational excellence.
• Keep stakeholders informed of project activities.
• Improve customer and vehicle journey through NVD's supply chain.
• Handle customer account queries efficiently.
• Conduct customer meetings and provide associated reporting in collaboration with Business Development and Account Management teams.
• Develop and implement customer experience strategies
• Monitor and analyse customer feedback and data
• Prepare and present reports on customer service metrics to senior management

Equal Opportunities Statement

National Vehicle Distribution is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We value openness, innovation, customer focus, and operational excellence. Our organisation actively promotes equality and prohibits discrimination based on gender, marital/civil status, family status, age, disability, sexual orientation, race, religion, or membership of the Traveller community, in accordance with Irish and UK equality legislation. We encourage applications from all qualified individuals and are dedicated to creating an environment where everyone can thrive and contribute to our shared success.