Coordinator, Collection Care

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.

• →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.

• Interface with both end users and carriers to ensure compliance and performance within assigned markets.
• Identify, assess and take action to resolve risks related to the collection engine that could result into end receivers' dissatisfaction, cost inefficiencies or CHEP inventory constraints.
• Connect with end receivers on collection agreement and be more broadly the point of contact for queries directed to end receivers.
• Offer autonomously creative problem solving and alternative solutions.
• Establish and maintain effective relationships with CHEP departments such as Supply Chain, Demand Planning, Carrier Management, Finance, Operations, Customer Operations, and Sales to resolve issues affecting the collection process. 
• Supporting sales initiatives to expand the revenue performance of your territory.

Bachelor’s Degree or equivalent supply chain / customer facing experience required .

3-5 years Customer Service and Logistics .

• Flexible, Customer focused, Outgoing and energetic attitude
• Supply Chain experience, Knowledge of transport planning and tendering is an advantage.
• Experience in an environment with urgent requests and comfortable to manage those urgencies.
• Good listening skills, solution oriented
• Hold hauliers accountable
•  Ability to balance customer-centricity with cost efficient actions and decisions.
• High Learning Agility - adaptability and flexibility while in a state of constant change
• Ability to multi-task and effectively manage time and resources
• Decision Quality - Ability to think outside the box to provide best solution for our customers
• Must be available to work some holidays
• Excel, Word, PowerPoint, Outlook, SAP, Salesforce, BlueYonder.

Italian mothertongue next to English and Spanish.