CSO Team Leader

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

Please read before applying

? Native or fluent level of Italian and English

? Please submit your CV in English as we are an international company,

? Advanced knowledge of Excel is required,

YOUR MISSION:

As a Customer Service Team Leader you will be a team coach and you will be responsible for coordination and development to provide premium class customer experience to optimize customer interactions and improve team effectiveness. You will act as the prime contact for proactive analysis on Customer Account management and deal with in-depth and complex issues on customer accounts to increase customer satisfaction and maximize asset productivity according to CHEP strategy.

YOUR GOALS:

Team Management

• Assess, motivate and develop the team through coaching and personalized development plans.
• Build a continuous improvement culture, introducing best practices, new ideas and opportunities.

Process Improvement

• Assess account management current activities to define improvement areas, tasks accountability and team performance KPIs.
• Optimize processes to develop internal best practices and foster knowledge and expertise sharing.
• Create activity-guidelines to facilitate induction to new members and guarantee service consistency.

Customer Satisfaction

• Take preventive action to ensure that customer satisfaction is maximized.
• React positively to problems identified and undertake root cause analysis.
• Provide reconciliations for customer accounts relating to regular and ad hoc pricing/declaration methods.

WHAT WE ARE LOOKING FOR:

• 3-5 years of work experience in customer facing role.
• Preferred experience in an international environment.
• Preferred experience in a service company where contact with customers as well as analysis and attention to detail are a key success factor.
• Worked with objectives, measures and KPIs.
• Native or fluent level of Italian and English.

WHAT WE OFFER:

• Hybrid working.
• Flexible time management.
• Volunteer days – 3.
• Annual Bonus.
• Annual salary review.
• Referral Program.
• Career development programs.

Remote Type: Hybrid Remote Skills to succeed in the role: Account Management, Adaptability, Cross-Functional Work, Customer Engagement, Customer Experience Management, Customer Satisfaction, Customer Support, Data-Driven Decision Making, Digital Literacy, Emotional Intelligence, Feedback, Inclusive Leadership, Innovation, Inspiring Others, Issue Management, Learn From Mistakes, Logistics Management, Mentorship, Motivating Teams, Order Fulfillment, Prioritization, Process Improvements, Sales Coordination, Stakeholder Engagement.

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 recruitment@brambles.com.