Customer Service Specialist - Romanian speaking (Warsaw based)

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.

• Professional & courteous response to all incoming calls/queries/complaints from customers in a timely manner and with high quality standard

• Prompt and efficient follow-up of customer queries & service requests

• Record customer queries/complaints in our company’s system

• Ensure the investigation and resolution of customer enquiries (audit, financial, account health, logistic, reporting etc) and complex issues with minimal delay

• On-board new customers including myCHEP training

• Ongoing myCHEP support to customers

• Maintain customer relations and admin support to all customers via systems (myCHEP), phone and email

• Process customer orders and declarations accurately

• Resolve credit, invoicing and pricing queries. Raise credit notes, manual invoices if needed

• Perform joint customer visits with Account Managers if necessary

• Actively work to understand CHEP’s business functions, systems and products to be able to provide first time query resolution and excellent service to customers

• Understand all CHEP systems and the use of data within those systems

• Provide (to the internal stakeholders) analytical data and support on specific account queries and query findings (including maintaining updates related to account structure)

• Participation in/leading current department (cross departmental) projects and other tasks as delegated by the Manager.

• Identifying problems and undertake root-cause analysis