Customer Service & Orders Coordinator

Chep; Almada; Hybrid; EUR 21,000 - 28,000; Full time

Benefits offered by this job

Hybrid Work Model

Job summary

CHEP is seeking a Customer Service & Orders Coordinator in Caparica, Portugal. The role focuses on managing inquiries, onboarding new customers, and ensuring a seamless experience from order to resolution.

You will collaborate with Sales, Finance, and Operations to uphold service levels and drive customer success. Ideal candidates will have strong Excel/Access skills, multilingual abilities (Spanish, English, Portuguese), and a commercial, customer-centric mindset.

Qualifications

• Interpersonal and communication skills are essential.
• Strong data handling and reporting abilities.
• Fluent in Spanish, English and Portuguese is expected.

Responsibilities

• 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.
• Collaborate cross-functionally with Sales, Finance, and Operations to ensure a seamless customer experience from order processing to issue resolution.
• Maintain accurate customer information and service requests in relevant systems, supporting data integrity and reporting.
• Conduct regular reviews of customer accounts to assess performance and identify improvement opportunities.
• Support continuous improvement initiatives to optimize customer service processes and reduce inefficiencies.
• Play a role in customer retention by addressing issues and monitoring satisfaction metrics.
• Act as a customer advocate within the organization, communicating needs to internal stakeholders.

Skills

Interpersonal Savvy

Drive for Results

Process Management

Learning on the Fly

Access

Excel

Spanish

English

Portuguese

Tools

Access

Excel

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 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.

Languages: Spanish, English and Portuguese.

Remote Type Hybrid Remote

Skills to succeed in the role

Building Rapport

Commercial Sustainability

Continuous Process Improvement

Customer Experience (CX)

Customer Support

Data Storytelling

Empathy

Our Business

Problem Resolution

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.

Customer Service & Orders Coordinator Caparica, Portuguese Republic, PT