Team Leader European Customer Service Office

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.

• →Oversee the management of a customer portfolio, ensuring regular communication and high levels of service to achieve customer satisfaction targets such as Net Promoter Scores (NPS).
• →Lead, coach, and develop a team of Customer Service Executives, ensuring effective management of customer inquiries, billing concerns, and account health, while monitoring key performance indicators such as Flow-Through Ratio and Cycle Time.
• →Collaborate with the team to resolve complex customer issues, including product quality concerns, escalations, and competitive threats, ensuring swift resolution and maintaining customer trust.
• →Implement and monitor service improvement initiatives aligned with both customer needs and business objectives, driving continuous process optimization to enhance operational efficiency.
• →Act as the point of escalation for high-level customer challenges, including contract negotiations, tenders, and audit management, ensuring prompt and satisfactory resolution.
• →Build and maintain strong relationships with both internal and external stakeholders, collaborating with cross-functional teams (e.g., Field Account Managers, Finance, Operations) to deliver seamless customer service.
• →Foster team engagement and performance through strong leadership, regular feedback, and opportunities for professional growth, ensuring that team objectives are met and contribute to overall business success.

This is an exciting opportunity to lead a diverse European team and make a meaningful impact on the customer experience. You'll have the autonomy to shape processes, develop talent, and contribute to a culture of excellence while working in a collaborative and international environment. As a Customer Service Team Leader, you will lead and develop a high-performing, multilingual Customer Service team supporting customers across Europe. You will play a key role in delivering an outstanding customer experience while driving operational excellence, team engagement, and continuous improvement.

• Leading, coaching, and developing a team of Customer Service Executives to achieve strong performance and career growth.
• Driving customer satisfaction, service quality, productivity, and operational KPIs.
• Managing day-to-day service operations and ensuring workloads are effectively balanced across the team.
• Acting as an escalation point for complex customer issues and supporting timely resolution.
• Monitoring performance metrics and implementing actions to improve service levels.
• Ensuring compliance with company policies, processes, and service standards.
• Collaborating closely with Sales, Supply Chain, Finance, and other internal stakeholders to deliver a seamless customer experience.
• Supporting process improvements and transformation initiatives that increase efficiency and customer satisfaction.
• Identifying training and development opportunities to build team capability.
• Creating a positive, inclusive, and accountable team culture focused on customer success.

We are looking for an inspiring people leader who combines a passion for customer service with strong operational and leadership skills.

• Previous experience leading customer service, contact centre, shared services, or operations teams.
• A proven ability to manage performance through KPIs and service metrics.
• Strong coaching, mentoring, and people development skills.
• Excellent communication and stakeholder management capabilities.
• Strong problem-solving skills and the confidence to make informed decisions.
• The ability to work effectively in a fast-paced, customer-focused environment.
• Experience working across multiple countries, cultures, or languages is highly desirable.
• Fluency in English; additional European languages are an advantage - ideally French.
• A continuous improvement mindset and a passion for driving positive change.