Hybrid Customer Experience Specialist

CHEP; Orlando (FL); Hybrid; USD 62,000 - 66,000; Full time

Job summary

CHEP is seeking a Customer Experience Associate to be the first point of contact for customers, ensuring seamless supply chain operations and exceptional service. You will resolve complex inquiries, guide customers through solutions, and collaborate across Finance, Operations and Account Management.

In this hybrid role, you will manage billing disputes, monitor account performance, and drive improvements in processes and customer data quality within ERP and CRM systems.

Qualifications

• Bachelor’s Degree OR equivalent supply chain / customer facing experience required.
• Strong typing skills.
• Experience in Customer Service, Supply Chain, or Account Management.

Responsibilities

• Lead the resolution of complex and critical customer inquiries, delivering first-level support and guiding customers through service solutions, system navigation, and business processes.
• Collaborate with internal stakeholders (e.g., Key Account Management, Finance, Operations) to troubleshoot and resolve customer issues, conducting root cause analysis and implementing long-term corrective actions.
• Oversee the resolution of billing disputes and discrepancies, ensuring accuracy in ERP systems and clear communication of outcomes to customers.
• Monitor customer account performance, utilizing control and financial reports to identify discrepancies, trends, and opportunities for process optimization.
• Maintain accurate customer records and service-related data within CRM systems, ensuring timely and accurate completion of tasks and adherence to key performance metrics.
• Support customer engagement initiatives by coaching team members, providing feedback, and fostering a positive customer experience through proactive communication and quality monitoring.
• Proactively manage high-priority issues related to service delivery and order fulfilment, working closely with internal teams such as Logistics and Operations to minimize impacts and keep customers informed.
• Contribute to continuous improvement efforts by identifying areas for operational enhancements, streamlining processes, and ensuring alignment with customer service best practices.

Skills

Customer Service

Supply Chain

Account Management

Excellent communication

Detail oriented

Multitasking

Problem solving

Adaptive / flexible

Education

Bachelor’s Degree OR equivalent supply chain / customer facing experience

Tools

CRM systems

ERP systems

Data management

Job description

CHEP is seeking a Customer Experience Associate to be the first point of contact for customers, ensuring seamless supply chain operations and exceptional service. You will resolve complex inquiries, guide customers through solutions, and collaborate across Finance, Operations and Account Management.

In this hybrid role, you will manage billing disputes, monitor account performance, and drive improvements in processes and customer data quality within ERP and CRM systems.