Customer Service Coordinator

CHEP; Madrid; Presencial; EUR 38.000 - 52.000; Jornada completa

Descripción de la vacante

CHEP in Madrid is seeking an experienced customer account manager to professionally handle inquiries, onboarding, and cross-functional collaboration across Sales, Finance, and Operations. You will maintain data integrity, generate performance reports, and drive service improvements to enhance customer satisfaction.

The role emphasizes on-time reporting, root-cause analysis, and proactive account optimization within a CSO process framework.

Formación

• Proficient with Excel and Access for data extraction and analysis.
• Strong interpersonal skills and a customer-centric mindset.
• Experience in commercial account management preferred.
• Ability to learn quickly in a dynamic environment.

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 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
• Account analysis and proactive actions to avoid Customer complaints and dissatisfaction; also avoid account deviations and pallet losses
• Accurate and on time reporting, monitoring progress and analysis
• Fully understand CSO business process to enable optimization and efficient account management

Conocimientos

Interpersonal Savvy

Drive for Results

Process Management

Learning on the Fly

Herramientas

Microsoft Excel

Microsoft Access

Descripción del empleo

• 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

About the Role:

• Account analysis and proactive actions to avoid Customer complaints and dissatisfaction; also avoid account deviations and pallet losses
• Accurate and on time reporting, monitoring progress and analysis
• Fully understand CSO business process to enable optimization and efficient account management

Skills & Knowledge:

• Interpersonal Savvy, Drive for Results, Process Management; Learning on the fly
• High level of knowledge in Access and Excel is mandatory: queries, macros, links between tables and data bases
• Commercial and customer centricity mindset
• Desirable experience in similar position of Commercial account management