We are seeking a Customer Experience Specialist, this role is Full-time, permanent contract. This role will work alongside both our Drinks Inc and Market Place teams and will combine key customer care skills with systems and process development. The two key areas of this role will be the development, progression and ongoing support of our online ordering platforms, along with the day-to-day management of escalated customer queries. Musgrave is one of the Europes most successful family-owned businesses with a 140-year heritage in food and brand innovation, supporting communities across the island of Ireland and Spain. Every day we feed one-in-three people in Ireland through 18 market leading food and beverage brands that include SuperValu, Centra, Frank and Honest and Musgrave Market Place. We support thousands of retail and food service family businesses who live and work in the heart of the communities they serve. We are committed to becoming the most trusted and sustainable business in Ireland and we are making changes across the company to make sure that happens. We want to make a positive impact on the world, and we will support our suppliers and customers to make a difference too. Key Responsibilities: Develop a customer centric online ordering platform. Work alongside key functions to resolve customer queries within SLA. Analyse sales and performance data to identify opportunities within the online ordering platform Conduct regular feedback sessions with online customers to identify satisfaction levels and act on blockers. Build and leverage effective relationships with key points of contact across the business, Sales, Supply Chain, Trading. Create, maintain and regularly review SOPs. Identify and resolve problems including key performance metrics and process improvements. Identify and escalate required system improvements. Support new and existing customers with the online platform Online: You will combine a mix of technical, sales and service skills to deliver the ongoing development of our existing online ordering systems within Market Place and Drinks Inc. This will include but not limited to- the creation of new customer accounts, providing technical support to users while also reviewing customer trends, identifying sales opportunities and seeking to continually improve the customers online journey. CRM- You will be responsible for driving full adoption of system functionality across key departments in both Musgrave Marketplace and Drinks Inc, working closely with department managers, youll ensure teams meet SLA and KPI targets. This includes resolving customer queries promptly, with input from relevant teams to deliver a satisfactory outcome. Youll also analyse trends and obstacles affecting the customer experience, share insights with stakeholders, and identify opportunities for improvement. The ideal candidate will have experience with online ordering systems and a strong focus on delivering effective customer solutions. You should be comfortable working across multiple departments and experienced in achieving high-performance sales and service KPIs.