Customer Service Coordinator

CHEP helps move more goods to more people, in more places than any other organization on earth via our 347 million pallets, crates and containers. We employ approximately 13,000 people and operate in 60 countries. Through our pioneering and sustainable share-and-reuse business model, the world’s biggest brands trust us to help them transport their goods more efficiently, safely and with less environmental impact. 

What does that mean for you? You’ll join an international organization big enough to take you anywhere, and small enough to get you there sooner. You’ll help change how goods get to market and contribute to global sustainability. You’ll be empowered to bring your authentic self to work and be surrounded by diverse and driven professionals. And you can maximize your work-life balance and flexibility through our Hybrid Work Model.

Job Description

As a Customer Service Coordinator, Automotive Southern Europe, you will be executing the 1st level Support of all customer queries by phone & email and being 1st point of contact for existing customers.

Key Responsibilities May Include:

• Professionally manage and resolve customer inquiries, complaints, and requests, ensuring timely and effective communication while adhering to service level agreements (SLAs).
• Facilitate smooth customer onboarding processes, ensuring accurate setup of customer accounts, and delivering system training where needed to support customer success.
• Collaborate cross-functionally with teams such as Sales, Finance, and Operations to ensure a seamless customer experience, from order processing to issue resolution.
• Maintain accurate and up-to-date customer information and service requests in relevant systems, ensuring data integrity and supporting performance tracking and reporting.
• Conduct regular reviews of customer accounts to assess performance, identify improvement opportunities, and provide actionable insights to enhance customer satisfaction.
• Support continuous improvement initiatives by contributing ideas and feedback on optimizing customer service processes, reducing operational inefficiencies, and increasing service levels.
• Play a key role in customer retention efforts by proactively addressing issues, monitoring customer satisfaction metrics, and identifying opportunities for service enhancement.
• Act as a customer advocate within the organization, ensuring that customer needs and concerns are effectively communicated and addressed in collaboration with internal stakeholders.

Other Key Responsibilities:

• Deliver best in class customer service to all customers.

• Receive customer queries, perceive information and support customers through email & phone.

• Oversee overall account health for assigned customers and identify opportunities for improvement.

• Train customers on web-based service solutions and on CHEP business processes.

• Provide close support to customers to identify solutions (supply reports/ information from ERP / CRM systems) for “Team” specific problems or audit discrepancies.

• Work closely with all interfaces between customers and internal stakeholders · Maintain Service relevant data in CRM system. Monitor own completion of workload and meet objectives.

• Run standard ERP reports and analyze results and present rationale for under and over performance, trends and discrepancies in “Team”.

• Continuously improve “Team” specific processes in line with ISO 9001 and 14001 certifications.

• Negotiate audit losses with customers.

• Follow up and escalate overdue audits via Line Manager.

Qualifications:

• Apprenticeship in a logistic or customer service environment.

Experience:

• Minimum of 1 years working experience in a logistic and/or customer service environment.

• CRM and ERP working experience.

• Worked in ad hoc driven environment where success is dependent on finding fast customer solutions in line with business policies.

Skills and Knowledge:

• Microsoft, specifically advanced excel.

• High level written and verbal communication, specifically in English.

• Good communication skills.

• Diplomatic and sensitive when serving customers of a different mentality and culture.

Languages:

• Essential: English

• Desirable: Spanish, Italian, Portuguese, French

Remote Type

Hybrid Remote

Skills to succeed in the role

Adaptability, Building Rapport, Commercial Sustainability, Continuous Process Improvement, Customer Experience (CX), Customer-Support, Data Storytelling, Empathy, Experimenting, Our Business, Problem Resolution, Sales Communications, Taking Ownership, Teamwork, Understand Customers

We are an Equal Opportunity Employer, and we are committed to developing a diverse workforce in which everyone is treated fairly, with respect, and has the opportunity to contribute to business success while realizing his or her potential. This means harnessing the unique skills and experience that each individual brings and we do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.

Individuals fraudulently misrepresenting themselves as Brambles or CHEP representatives have scheduled interviews and offered fraudulent employment opportunities with the intent to commit identity theft or solicit money. Brambles and CHEP never conduct interviews via online chat or request money as a term of employment. If you have a question as to the legitimacy of an interview or job offer, please contact us at recruitment@brambles.com.