Coordinator, Customer Office

CHEP; Madrid; Presencial; EUR 36 000 - 54 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Annual Bonus

Flexible Compensation Plan

Resumo da oferta

CHEP is seeking a Coordinator, Customer Office to own the administrative side of account management for a regional portfolio in Pallecon Europe. The role emphasizes timely, accurate handling of customer data, onboarding, and cross-functional collaboration to ensure a smooth customer journey.

Responsibilities include SLA-driven inquiries handling, onboarding, data integrity, and driving improvements in service levels.

Qualificações

• Bachelor’s Degree or equivalent supply chain / customer facing experience required.
• Able to work flexible hours.

Responsabilidades

• Professionally manage and resolve customer inquiries, complaints, and requests, ensuring timely and effective communication while adhering to SLAs.
• Facilitate smooth customer onboarding processes, ensuring accurate setup of customer accounts, and delivering system training to support customer success.
• Collaborate cross-functionally with 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 inefficiencies, and increasing service levels.
• Play a key role in customer retention by proactively addressing issues and monitoring customer satisfaction metrics.
• Act as a customer advocate within the organization, ensuring customer needs are communicated and addressed with internal stakeholders.
• Customer interaction on administrative tasks (master data, documentation, manual billing, quality complaints, onboardings, dispute resolution) and related tasks.
• Work closely with Account Managers and customer-facing teams to ensure smooth execution of internal processes.
• Act as reliable support to enable commercial teams to focus on customer engagement and growth.

Conhecimentos

Communication

Organization

Prioritization

Attention to detail

Customer focus

Team collaboration

Data accuracy

Formação académica

Bachelor’s degree or equivalent (supply chain / customer facing)

Ferramentas

MS Office

Salesforce

SAP

Descrição da oferta de emprego

The purpose of the Coordinator, Customer Office is to own the administrative side of account management for a regional portfolio within Pallecon Europe and to support account management more broadly. It involves quality execution of tasks, collaboration, teamwork and proactive communication on tasks status, both with customers and internal stakeholders. The mission of the Back-office specialist is to provide timely and accurate resolution to administrative tasks, contributing to smooth processing of internal and external request impacting customer journey. By supporting customers and internal stakeholders such as Account Managers and customer facing colleagues, the team helps streamline processes, reduce friction, and ensure that day-to-day activities are completed timely, with precision and care.

Key Accountabilities:

• 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.
• Customer interaction on, and administrative tasks execution (like master data, documentation, manual billing, quality complaints, onboardings, dispute resolution), non exhaustive list.
• Work closely with Account Managers and customer-facing teams to ensure smooth execution of internal processes.
• Act as a reliable support function to enable commercial teams to focus on customer engagement and growth.

Qualifications:

• Bachelor’s Degree or equivalent supply chain / customer facing experience required.
• Able to work flexible hours.

Experience:

• 3-5 years Customer Service, Supply Chain.

Skills and Knowledge:

• Brings a solution-focused approach and helps foster a collaborative, results-driven team culture.
• Ability to communicate clearly and professionally with internal and external stakeholders.
• Excellent organisation, time management and prioritization skills.
• Attention to detail, high level of accuracy.
• Clear understanding of the impact of internal tasks to the customer experience and to the business growth.
• Good knowledge of MS Office (Excel, Word, Powerpoint).
• Experience working with Salesforce and SAP.

Languages:

• Essentials: Italian, Spanish and English.
• Desirable: Any other European Language.

• Annual Bonus (typically 5%)
• Access to Flexible Compensation Plan