CSO Executive

CHEP ITALIA Srl; Milano; Hybrid; EUR 45,000 - 65,000; Full time

Job summary

CHEP ITALIA Srl is seeking a Customer Analytics Specialist to proactively analyze customer accounts and support account management with complex issues. You will coordinate onboarding, ensure data integrity in SAP/BW, and drive improvements with Sales, Finance, and Operations.

The role emphasizes customer satisfaction, effective communication, and data-driven insights to enhance service levels in a hybrid work environment in Milan.

Qualifications

• Bachelor or equivalent in Economics or related field.
• 1-3 years in a customer-facing role with KPIs.
• Proficient in SAP, Salesforce, BW, Outlook; advanced Excel; Power BI.

Responsibilities

• Professionally manage and resolve customer inquiries and requests within SLAs.
• Support customer onboarding and account setup with system training as needed.
• Collaborate with Sales, Finance and Operations to ensure smooth customer experience.
• Maintain accurate customer data in SAP/BW and monitor performance metrics.
• Lead continuous improvement and customer retention initiatives.

Skills

SAP

Salesforce

BW

Outlook

Microsoft Excel

Power BI

KPI analysis

Data storytelling

Customer experience

Problem resolution

Teamwork

Taking ownership

Education

Bachelor or equivalent in Economics or related fields

Tools

SAP

Salesforce

BW

Outlook

Microsoft Office

Power BI

Job description

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 DescriptionKey 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.Position PurposeTo act as the contact for proactive analysis on customer, support to the Account management and deal with in-depth and complex issues on customer accounts in a competent and professional manner.Major/Key AccountabilitiesTake preventive and proactive action to ensure that customer satisfaction is maximised.To react positively to problems identified and undertake root cause analysisProvide reconciliation for customer accounts relating to regular and ad hoc pricing/ declaration methods.Account Analysis and Control – Using specific tools: undertake account analysis to identify trends in customer activity and possible deviations on asset productivity. Using BW, track account stocks and flows, such identify issues on declarations of equipment movements.Perform account performance reviews and define and develop continuous improvement plan in collaboration with customer and Account ManagersManage Audits Analyse, Communicate/negotiate outcomes to maintain accuracy in customer balances.Account Reporting and monitoring Management of all activities related to payment including invoice checking and corrections for customers.Manage administrative tasks using SAP and local tools.QualificationsBachelor or equivalent in Economics or related fields.Minimum 1-3 years of work experience in customer facing roleWorked with objectives, measures and KPIsAnalysis on Customer’s performanceSAP, Salesforce ,BW, Outlook and Microsoft office package (advanced level of Excel using), Power BI.Proficient in Italian, English and one language between Croatian, Serbian or BulgarianRemote TypeHybrid RemoteSkills to succeed in the roleAdaptability, 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 CustomersWe 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 [e-mail].