Office and Customer Service Manager

About Aerogen:
Headquartered in the vibrant city of Galway, Ireland, with offices around the world, Aerogen is proud to be the world leader in acute care aerosol drug delivery. Recognised through multiple MedTech awards, including being named Galway Chamber Company of the Year 2025, and twelve-time winner of the Zenith Award for Respiratory Care Excellence in North America, our employees make a difference to patients’ lives every day, having reached over 30 million patients in more than 80 countries. 

Today, Aerogen is powered by a global team representing 54 nationalities, working together with a shared commitment to improving patient care. Our talented and skilled team collaborate to innovate, challenge and test not only in relation to our products but every facet of how we work. 

We lead the way by finding innovative solutions to even the most complex problems, all in the name of delivering better patient outcomes. 

Our business continues to grow rapidly across the globe and, as we grow, our core culture of “We Care” universally connects us. We believe that your ambition and integrity fuels ours, and we are committed to supporting our employees to reach their full potential through tangible investment in their careers. 

What is the role?  
The Office and Customer Service Manager is responsible for organising and coordinating administrative duties, office procedures and customer service operations. This multi-tasking role creates and maintains a positive, safe and effective work environment where teams feel supported to do their best work. The successful candidate will ensure the smooth running of the office and customer services function, support the field-based sales team, build strong internal and external relationships, and help improve company procedures and day-to-day operations. 

What are the key responsibilities?   
Office Management 
• Establish, plan, organise, direct and supervise office activities; monitor workflow and make changes as needed to maximise the quality of customer service. 
• Set up and maintain office efficiency by planning and implementing office systems, layouts and equipment procurement. 
• Design and implement office policies by establishing standards and procedures, measuring results against standards and making necessary adjustments. 
• Provide administrative support including word processing, preparation of business correspondence and general business communications. 
• Support the field-based sales team by liaising with relevant Aerogen departments and individuals on customer enquiries. 
• Support the field-based sales team with the generation and follow-up of customer quotations and offers. 
• Coordinate the shipping and return of product samples for trial periods. 
• Manage product sample inventory located at the office and generate demo orders from Aerogen headquarters to the local Aerogen office. 
• Schedule maintenance and upkeep of office furniture, appliances, building facilities and equipment. 
• Work with building management and maintenance teams to ensure office safety and communicate relevant information to staff. 
• Manage the office security system. 
• Coordinate with Facilities and Legal to set up and manage vendor and service provider contracts and relationships. 
• Ensure common areas and the general office remain clean, scheduling deep cleaning as required. 
• Provide general support to visitors and coordinate office events. 
• Support financial and accounting tasks in partnership with the Aerogen Galway finance team. 

Customer Service Management 
• Lead, motivate and develop successful long-term relationships with customers, direct reports, other teams and departments. 
• Ensure the customer service team acts as an advocate for the customer by addressing service needs and coordinating with the appropriate business functions for resolution. 
• Develop and implement customer service policies and procedures. 
• Ensure compliance with contract terms and pricing, and maintain customer master data and customer files, including customer-specific pricing. 
• Recommend changes or improvements to Aerogen's products or services to fulfil customer service needs. 
• Direct daily customer service operations. 
• Plan, prioritise and delegate work tasks to ensure the proper functioning of the department. 
• Ensure the necessary resources and tools are available for quality customer service delivery. 
• Review customer complaints and track customer complaint resolution through the team. 
• Manage and oversee all aspects of Aerogen's customer service policies, initiatives and objectives. 
• Monitor the accuracy of reporting, key performance indicators and database information. 
• Analyse relevant data to determine customer service outputs. 
• Identify and implement strategies to improve quality of service, productivity and profitability. 
• Liaise with the Aerogen management team to support and implement growth strategies. 
• Coordinate and manage customer service projects and initiatives. 

What education and experience are required?  
• Minimum third-level degree in Business Management or a related discipline. 
• Fluent in the local language and English at business level. 
• 5+ years of experience, ideally within a global or multinational company, in an Office Manager and/or Customer Service Management position. 
• Experience within a call centre environment is preferred. 
• Familiarity with ERP systems; implementation experience is advantageous. 
• Knowledge of export documentation. 

What key skills will make you great at the role? 
• Technically competent with the ability to understand customer needs in relation to Aerogen medical device products. 
• Drive and ability to work with and support sales teams to maximise sales potential on a monthly and annual basis. 
• Ability to drive projects to completion and understand customer relationships. 
• Ability to manage difficult customer communications professionally and courteously. 
• Proven ability to manage and develop a customer service team, including recruitment of new team members. 
• Strategic mindset with the ability to drive continuous improvement. 
• In-depth knowledge of customer service principles and practices. 
• PC literate, particularly in the Microsoft Office suite. 
• Excellent written and verbal communication skills. 
• Excellent organisational and administrative skills with strong attention to detail. 
• Ability to work independently and as part of a team. 
• Ability to remain calm and courteous while working under pressure. 
• Flexibility in working hours to support business peaks. 
• Enthusiastic, proactive and self-starting approach. 
• Ability to multi-task effectively in pressurised situations. 

What is it like to work at Aerogen? 
Our purpose is to transform patients' lives and innovation is embedded in our culture.This also translates to how we look after our people. We want talented, passionate and engaged people to join Aerogen and build your career with us. We understand that your life evolves through different stages, and we are here to support our global team with a range of financial and non-financial rewards and benefits. There’s something for everyone! Here is an idea of what we offer:  
• Competitive bonus plan. 
• Above market life insurance. 
• Opportunities for development and professional growth. 
• "Aerogen Connect" – our employee-led program that helps our global teams unite and have fun. 
• We donate 1% of profits and time to charities and organizations. 
Visit our careers website for more information about life at Aerogen. 
Aerogen is committed to promoting diversity, inclusion, and equality in the workplace. If you have difficulty using our application process, please contact us via email at careers@aerogen.com. Please provide your name and preferred contact method.