Sales Support & Customer Care Specialist-12 Month FTC

Who We Are

On July 1 2025 IPL Plastics merged with Schoeller Allibert to form IPL Schoeller (the company). The Companys operations are split across North America (11 manufacturing plants) and Europe (16 manufacturing plants).

The company is headquartered in Dublin Ireland. IPL Schoeller is a leading manufacturer of sustainable rigid packaging solutions across a range of end market segments including returnable transit packaging consumer and industrial packaging environmental containers and agricultural packaging. The company employs c.4100 employees across North America (1600 employees) and Europe (2500 employees.)

The Role

Job Overview and Key Accountabilities

As Sales Support & Customer Care Specialist you will be the primary point of contact for customers and the sales team ensuring their needs are met with efficiency professionalism and care.

This role involves direct interaction with external and internal customers to ensure the delivery of a world class end-to-end service provision. The role is defined around the principle of a customer centric organisation and will include but not be exclusive to managing administrative tasks in supporting sales execution processing and managing orders from quote to cash resolving queries and delays and maintaining strong relationships with customers underpinned by effective timely and professional communication.

You will play a critical role in upholding service level agreements (SLAs) and achieving key performance indicators (KPIs) that support customer satisfaction and operational excellence. You will be detail-oriented proactive and passionate about delivering exceptional service in a fast-paced manufacturing environment.

• Serve as the first point of contact for customer inquiries including optimisation of sales via upselling where appropriate processing and managing of orders complaints received via phone email and online platforms.

• Onboarding new customers into business systems and applications and ensuring the maintenance of accurate customer accounts records and documentation.

• Responsible for building relationships with new and existing customers ensuring that customer expectations are always adhered to whilst complying with company procedures and guidelines

• Regular contact with agreed customer base at least monthly.

• Responsible for the execution of order processing including where appropriate from quote to cash within business platforms including but not exclusive to CRM ERP and external/internal EDI portals.

• Delivery of performance in line with standard operating procedures adhering to defined SLAs and service level targets

• Monitor and manage order status proactively communicating any delays or issues to customers.

• Manage order book maintaining accuracy and escalate issues with commitments to customers to line managers.

• Collaborate with production logistics and sales teams to ensure customer requirements are met.

• Resolve customer complaints and issues promptly escalating when necessary.

• Be committed to providing world-class service to your customers achieving the highest scores in customer performance measure and following up on feedback where necessary

• Track and report on KPIs such as order accuracy response time customer satisfaction scores and complaint resolution rates.

• Support continuous improvement initiatives to enhance customer service processes.

• Ensure compliance with company policies industry regulations and quality standards.

Qualifications & Experience

• Minimum of a high school diploma; a diploma/Assoc. Degree (HND) in Business Supply Chain or a related field will be advantageous.

• Strong written and verbal communication skills.

• Proficiency in Microsoft Office Suite and experience with ERP systems (e.g. SAP Oracle or similar).

• Excellent organizational and time management skills.

• Ability to work independently and as part of a team.

• Strong problem-solving skills and attention to detail.

• 2 years of customer service experience preferably in a manufacturing or packaging environment.

• Experience working with SLAs and KPIs in a customer-facing role.

• Familiarity with the plastics packaging industry or similar sectors is an advantage.

• Demonstrated ability to manage multiple tasks and priorities under pressure.

• Languages skills are an advantage