Matthew Algie Ireland
Customer Service Executive
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Company Description
Matthew Algie Ireland delivers comprehensive commercial coffee solutions across the island of Ireland, serving sectors such as retail convenience, forecourt, hotels, hospitality, leisure, and contract catering. The company provides a wide portfolio of WMF bean-to-cup machines, traditional espresso equipment from brands like Rancilio and La Marzocco, and batch brew systems suitable for large-volume venues. In addition to equipment, Matthew Algie Ireland supplies coffee docks, a broad range of coffees, teas, hot chocolate, and all necessary ancillary items to create complete coffee destinations. Customers can choose from flexible rental, profit share, or purchase plans, and may develop private label coffee in collaboration with the roastery team. The company also represents Krogab in Ireland, offering both back and front-of-house juice solutions and products.
Role Description
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This is a full-time, on-site Customer Service Executive role based in Lisburn. The Customer Service Executive will handle inbound customer inquiries by phone and email, provide product and service information, and resolve issues related to equipment, orders, deliveries, and servicing. The role involves processing orders, maintaining accurate customer records, coordinating with logistics, sales, and technical service teams, and monitoring service requests to ensure timely follow-up. The individual will support customer satisfaction initiatives, identify recurring issues, and communicate insights that improve processes and service quality. The position requires consistent, professional communication and a proactive approach to helping customers across multiple sectors.
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Qualifications
- Candidates should possess strong Customer Service and Customer Support skills, with the ability to respond promptly, accurately, and professionally to inquiries.
- Candidates should possess proven Customer Satisfaction and Customer Service Management skills, including experience in handling escalations and maintaining service standards.
- Candidates should possess excellent Interpersonal Skills, with the capability to build positive relationships with customers, colleagues, and external partners.
- Candidates should possess effective communication and problem-solving skills, with attention to detail in order processing and record-keeping.
- Experience in a B2B environment, preferably in food, beverage, or equipment supply, is beneficial.
- Comfort with CRM systems, order management software, and standard office applications (e.g., email, spreadsheets) is advantageous.
- Ability to work on-site in Lisburn, manage multiple tasks, and maintain composure in a fast-paced environment.
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