Customer Service Coordinator

Chep, Inc.; Lisboa; Híbrido; EUR 32 000 - 52 000; Tempo integral

Resumo da oferta

CHEP, Inc. in Lisbon, Portugal, is seeking a proactive Customer Success/Account Management professional. The role focuses on resolving inquiries, onboarding customers, and collaborating with Sales, Finance and Operations to ensure a smooth customer journey.

Key responsibilities include data integrity, regular account reviews, and driving improvements to service levels and customer satisfaction. Hybrid work model is offered for flexibility.

Qualificações

• Strong knowledge of Access and Excel with advanced queries, macros and data links.
• Fluent or proficient in Spanish, English and Portuguese.
• Experience in a commercial account management or customer-facing role is a plus.

Responsabilidades

• Professionally manage and resolve customer inquiries, complaints, and requests within SLAs.
• Facilitate onboarding of new customers and deliver system training as needed.
• Collaborate with Sales, Finance and Operations to ensure seamless customer experience.
• Maintain accurate customer data and service requests in relevant systems.
• Conduct regular reviews of accounts and provide actionable insights for improvement.
• Suggest process improvements to increase service levels and reduce inefficiencies.
• Support customer retention by addressing issues and monitoring satisfaction metrics.
• Advocate for customers across the organization to address needs with stakeholders.

Conhecimentos

Interpersonal Savvy

Drive for Results

Process Management

Learning on the Fly

Access & Excel

Salesforce

PowerPoint

Commercial Mindset

Customer Centricity

Languages: Spanish/English/Portuguese

Ferramentas

Salesforce

PowerPoint

Descrição da oferta de emprego

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:

• 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.
• Customer focus; customer centric.

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 databases.
• Commercial and customer centricity mindset.
• Desirable experience in similar position of Commercial account management.
• excel advanced; Salesforce; power point.
• Languages: Spanish , English and Portuguese.

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.