Customer Service Team Leader - 12 Month FTC

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

Key Responsibilities May Include:

• Oversee the management of a customer portfolio, ensuring regular communication and high levels of service to achieve customer satisfaction targets such as Net Promoter Scores (NPS).
• Lead, coach, and develop a team of Customer Service Executives, ensuring effective management of customer inquiries, billing concerns, and account health, while monitoring key performance indicators such as Flow-Through Ratio and Cycle Time.
• Collaborate with the team to resolve complex customer issues, including product quality concerns, escalations, and competitive threats, ensuring swift resolution and maintaining customer trust.
• Implement and monitor service improvement initiatives aligned with both customer needs and business objectives, driving continuous process optimization to enhance operational efficiency.
• Act as the point of escalation for high-level customer challenges, including contract negotiations, tenders, and audit management, ensuring prompt and satisfactory resolution.
• Build and maintain strong relationships with both internal and external stakeholders, collaborating with cross-functional teams (e.g., Field Account Managers, Finance, Operations) to deliver seamless customer service.
• Foster team engagement and performance through strong leadership, regular feedback, and opportunities for professional growth, ensuring that team objectives are met and contribute to overall business success.

Remote Type

Hybrid Remote

Skills to succeed in the role

Account Management, Account Management, Adaptability, Cross-Functional Work, Customer Engagement, Customer Experience Management, Customer Satisfaction, Customer-Support, Data-Driven Decision Making, Digital Literacy, Emotional Intelligence, Feedback, Inclusive Leadership, Innovation, Inspiring Others, Issue Management, Learn From Mistakes, Logistics Management, Mentorship, Motivating Teams, Order Fulfillment, Prioritization, Process Improvements, Sales Coordination, Stakeholder Engagement {+ 1 more}

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.