Customer Service & Shipping Advisor

Summary

To manage the Raw Materials and Finished Goods logistics process for the plant, and to liaise with customers and business units globally in relation to any shipping or sales order related queries. Provide administrative support to Ballina supply chain function in relation to the inbound and outbound shipping process.

Responsibilities

• Serve as the primary contact for customer service and shipping matters, including creation and maintenance of sales orders, management of returns (RGA), and provision of status updates and regular reports.
• Coordinate with materials handling, production, and distribution to align shipping schedules, prioritize orders, and meet customer demand within freight budget guidelines.
• Ensure accurate, complete, and compliant shipment documentation (e.g., export/commercial invoices, packing lists, certificates) to avoid delays; verify invoice completeness and accuracy prior to dispatch.
• Align carriers with shipping plans; escalate issues and collaborate with internal and external stakeholders to resolve service disruptions.
• Liaise with suppliers and/or internal stakeholders to manage delivery slots for inbound shipments; point of contact for inbound container/parcel shipment.
• Verification, tracking of warehouse and transportation invoices, generation of Coupa P/O for freight/warehouse and SCM supplies.
• Maintain service and logistics KPIs (e.g., OTIF, backorders, cycle time); prepare and distribute dashboards and reports.
• Communicate proactively with customers regarding upcoming changes, risks, and resolutions; maintain clear records of interactions and actions.
• Support miscellaneous administrative tasks related to mail/post, documentation archiving, and data quality as needed.
• Contribute to continuous improvement activities affecting customer experience, shipping accuracy, and cost effectiveness.
• Communicate effectively in writing and verbally with customers and business units, carriers, and internal teams across time zones.
• Perform computer‑based order entry and documentation tasks with sustained attention to detail and accuracy.
• Prioritize and manage multiple shipments and requests within tight timelines; problem‑solve to remove barriers to on‑time delivery.
• Operate standard office systems and tools; occasional handling of shipping paperwork and coordination on the warehouse floor as required.

Essential Functions of the Role

Education & Work Requirements

Education & Work Preferences

• Education: NFQ Level 6 (or equivalent) in Business, Finance, Accounting or a related discipline
• 0-2 years of experience in customer service and/or shipping/logistics in a supply chain environment is desirable.
• Proficiency with office productivity tools (e.g., Microsoft Office); ability to learn and use ERP systems (e.g., SAP) and shipping platforms.
• Strong organizational skills, attention to detail, and ability to manage competing priorities.
• Effective interpersonal and communication skills to manage stakeholder expectations and provide a positive customer experience.
• Third‑level qualification in Business, Supply Chain, or a related discipline is an advantage.
• Experience using SAP (or similar ERP), and familiarity with export documentation and compliance requirements.
• Knowledge of KPI tracking and basic analytics for service and logistics performance.
• Prior experience coordinating carriers and working with distribution/production environments.

Competencies