Customer Service Specialist - Spontaneous Application

CHEP Italia SRL; Town of Italy (NY); Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

Lunch Voucher

Hybrid/Remote work

Monthly Webinars

Referral bonus

Personal growth plan

Job summary

CHEP is seeking a seasoned customer-facing analytics professional in New York with 3-5 years of experience to support account management and drive customer success. You will analyze performance, manage inquiries, and collaborate across Sales, Finance, and Operations to improve service levels.

Qualifications include a Economics degree, English and Italian fluency, and strong SAP/BW/Salesforce/Power BI skills. Hybrid work arrangement with two days remote per week.

Qualifications

• Bachelor or equivalent in Economics or related field.
• 3-5 years of work experience in a customer facing role.
• Experience with objectives, measures and KPIs analysis of customer performance.

Responsibilities

• Professionally manage and resolve customer inquiries, complaints and requests, ensuring timely and effective communication while adhering to SLAs.
• Facilitate smooth customer onboarding, accurate account setup and system training to support customer success.
• Collaborate 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 to support performance tracking and data integrity.
• Conduct regular reviews of customer accounts to assess performance and identify improvement opportunities.

Skills

English fluency

Italian fluency

Education

Bachelor or equivalent in Economics

Tools

SAP

BW

Outlook

Microsoft Office

Salesforce

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 Description

To 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.

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.

What We Are Looking For

• Education: Bachelor or equivalent in Economics or related fields.
• Minimum 3-5 years of work experience in customer facing role.
• Worked with objectives, measures and KPIs Analysis on Customer’s performance.
• Computer: SAP, BW, Outlook and Microsoft office package (advanced level of Excel using), Salesforce, Power BI.
• Languages: English and Italian fluency.

What We Offer

• A fixed salary plus annual bonus based on Performance.
• Lunch Voucher.
• Monthly Webinars around Technology, Supply Chain, Mental health, etc.
• Flexible Working - 2 days from home and 3 days at the office.
• Get a referral bonus sharing the best Talent around you.
• A personal growth plan with a focus on training and coaching, a place for you within an international organization where there is a family business atmosphere.
• 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.

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].