Customer Order Fulfilment Team Leader (REQ-5734)

HID Global
Galway Europe, Middle East and AfricaIrelandGalway

Customer Order Fulfilment Team Leader (REQ-5734)


Location: Galway




You will manage a team of Order Fulfilment Operatives, ensuring the team deliver a first-class customer experience through efficient execution of tasks.


Duties and Responsibilities include the following. Other duties may be assigned.

  • Supervise the workload and coverage of The Order Fulfilment team, assisting with their day-to-day issues;
  • Develop and support the team, to ensure:
  • A ‘Customer First’ attitude
  • Orders are processed accurately within expected service level
  • All assigned tasks (rootGEAR or other), are actioned accurately within service level.
  • Support to global groups is proactive
  • Ensure training plans are adhered to and all policies and processes are followed by the team;
  • Ensure cooperation with customer care and alignment with customer requirements.
  • Assist with inductions for new employees;
  • Liaise internally and externally to identify areas of improvement.  Identify best practices, making recommendations and implementing improvements, where necessary;
  • Support the Customer Service Director in ensuring the efficiency of the team;
  • Monitor the metrics and performance of team members; develop coaching plans and track performance;
  • Lead by example to drive exceptional performance;
  • Conduct one-to-ones and appraisals for your team members.
  • Collaborate with CS Quality/RMA Co-Ordinator to ensure continuous improvement of team execution.


Market Knowledge:

  • Should have a good understanding of most areas supported by the Customer Service team, to be able to provide assistance when necessary.



  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Education and/or Experience

  • Previous experience of supervising others is preferred;
  • Experience of handling high pressure, fast-paced environments would be essential.

Language Skills                   

  • Ability to effectively communicate in the English language verbally and in writing;
  • Ability to read and interpret technical journals, specifications, international technical standards, etc.
  • Additional language skills would be beneficial.


Computer Skills     

  • Proficient in MS Office applications, such as Word, Excel, PowerPoint, etc.
  • Familiar with operating systems, such as Windows, etc.
  • Previous experience of using the Oracle system would be a distinct advantage.
  • Knowledge of using an OCR tool would be a distinct advantage.
  • Knowledge of using a CRM system would be beneficial.


Work Requirements


  • Must be legally eligible to work in the Ireland;
  • Travel may be required outside of Ireland, so the applicant must have, or be able to obtain, a valid passport with no restrictions.



Final Application Date: 20th December 2019


*No 3rd party agency engagement required for this role*

HID Global is an equal opportunities employer 


HID Global powers the trusted identities of the world's people, places and things. We make it possible for people to transact safely, work productively and travel freely. Our trusted identity solutions give people secure and convenient access to physical and digital places and connect things that can be accurately identified, verified and tracked digitally.