Customer Service Coordinator & Dispatch

Customer Service Coordinator \& Dispatch

(80% customer service duties and 20% picking and packing)

Reports To: Dispatch Team Leader

Based at: HB Collective, Broadband House, 7A, Whitestown Industrial Estate, Dublin, Ireland

Overview

DM Distributions Ltd (Irish Branch) is an international hair extension company with over 60 distributors all over the world and we pride ourselves on being market leaders in our field.

Job Purpose

The Customer Service Coordinator \& Dispatch is responsible for ensuring the efficient coordination of daily dispatch operations while delivering a high standard of customer service. The role supports the smooth processing, fulfilment, and delivery of customer orders by liaising with warehouse teams, transport providers, and customers. The position plays a key role in maintaining accurate order information, resolving delivery or service issues, and ensuring customers receive timely updates and support throughout the order lifecycle.

Responsibilities

Customer Service (Primary Focus – 80%)

• Handling calls from Ireland and the UK, processing orders received via phone, WhatsApp, and email, entering them into NetSuite, and managing payments.


• Provide timely and proactive updates to customers regarding order status, delivery schedules, and shipment tracking.


• Manage customer complaints, delivery issues, and escalations in a professional, solution\-focused manner.


• Process returns, credits, and replacements efficiently, ensuring a positive customer experience.


• Build and maintain strong relationships with key customers through clear and consistent communication.


• Work closely with Sales, Marketing, and Education teams to support promotions, product launches, and course sales.


• Conduct outbound calls during quieter periods, following agreed priorities and messaging from the Sales team.

Dispatch \& Logistics (Secondary Focus – 20%)

• daily dispatch activities to ensure orders are picked, packed, and shipped on time.


• Prioritise urgent orders and resolve any dispatch\-related issues.


• Prepare shipping documentation, including invoice notes, labels, and courier manifests.


• Liaise with couriers and transport providers to arrange collections and deliveries.


• Monitor shipments and proactively address delays or logistics issues.

Administration \& Reporting

• Maintain accurate records of customer interactions, dispatch activities, and resolutions.


• Ensure all order updates and data entries are correctly recorded in the WMS/ERP system.

· Conducting stock counts in the stockroom, ensuring all inventory is fully counted each quarter with minimal stock loss.

Continuous Improvement

• Identify opportunities to enhance customer experience and service efficiency.


• Support improvements to dispatch processes where they impact customer satisfaction.

Job Type: Permanent

Pay: €30,694\.37 per year

Benefits:

• Company events


• Company pension


• On\-site parking

Ability to commute/relocate:

• DUBLIN 24, County Dublin: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Why HB Collective, and what interests you?

Work authorisation:

• Ireland (required)

Work Location: In person

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