Customer Care Representative
Compensation: $32,020.00 - $47,180.00 /year *
Employment Type: Full-Time
Industry: Customer Service/Call Center
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Brambles companies, including CHEP, help move more goods to more people, in more places than any other organisation on earth. Our 330 million pallets, crates and containers are continuously in motion, forming the invisible backbone of the global supply chain and the worlds biggest brands trust us to help them transport their goods more efficiently, sustainably and safely. As pioneers of the sharing economy, Brambles created one of the world's most sustainable logistics businesses through the share and reuse of its platforms under a model known as pooling. Brambles primarily serves the fast-moving consumer goods (e.g. dry food, grocery, and health and personal care), fresh produce, beverage, retail and general manufacturing industries. The Group employs more than 10,000 people and operates in over 60 countries with its largest operations in North America and Western Europe. For further information, please visit and CHEP provide you unparalleled opportunities to advance and accelerate your career. Youll be joining an international growth organization with a pioneering, circular business model. Youll be working for a company that is changing the way goods get to market. Youll become part of an efficient and collaborative global team making a real contribution to a smarter, more sustainable future. For more on how Brambles growth companies can accelerate your career, visit CARE REPRESENTATIVE POSITION PURPOSEThe Customer Care Representative acts as the primary point of contact and subject matter expert for all customer needs. This role serves as a contact for customer service requests and involves the ability to interpret customer needs and follow through to resolution. Each Customer Care Representative will support customers via phone and mailbox and will own the funnel of customer-facing activities related to emergency order fulfillment, issue/collection creation, invoice inquires, drive self-adoption and critical issue resolution.This role requires a high level of expertise relating to customers in a consultative capacity to proactively seek the best customer experience, and a strong drive for results. Customer Care Representatives need to develop close relationships and work effectively with customers, vendors, and internal partners to resolve situations, identify solutions, and facilitate thorough communication between all affected stakeholders.MAJOR / KEY ACCOUNTABILITIES First Call Resolution Seek to resolve problems in new and innovative way to ensure customer excellence. Listen, Improve, and Deliver on customer needs. See all calls, emails and tasks through to resolution using resources, job aids, management, and outside the box thinking to provide the best customer experience. Research and recommend solutions for customers. Subject Matter Experts: Task driven subject matter experts in placing orders, investigating order status, rejected loads, myCHEP, invoice questions credits, payments and pallet hold resolution and the overall CHEP pooled business. Order Requests: Accurately place customer orders; work with Logistics, Carriers and Service Centers to provide order status updates; process emergency orders and escalate critical orders as needed. Process Product and Service rejections. myCHEP Adoption Solicit and educate customers on myCHEP and the opportunities for self service. Train customers and answer questions via inbound calls and emails for myCHEP assistance. Credit Processing initiate research, prepare, and follow through on requests for credits for customers. Utilize expertise and judgement on credit amounts, calculations, and expedite as necessary. Invoice Issues and Account Blocks Train customers on how to read an invoice. Answer all questions and research and resolve any transactional discrepancies. Process payments and proactively assist customers with avoiding pallet holds; work with internal teams to resolve account disputes or address needs to resolve pallet holds. Proactive Issue Resolution Place outbound calls to customers to alert them of potential delivery failures or to follow up on previous customer requests. Key Performance Indicators - Exceed team targets for First Call Resolution, Customer Effort reduction and Customers willingness to recommend CHEP as a preferred supply chain solutions provider. Customer Experience Support other Customer Service functions through projects (Aperture, Shaping Our Future) ensuring an enhanced customer experience.MEASURES Customer Satisfaction (Net Promoter Score, Customer Effort, First Contact Issue Resolution) Service Level Agreements: Response Time (Phone & Email); Abandonment Rate (Phone) in line with agreed metrics Resolution time for urgent issues within scope (Service Requests)AUTHORITY / DECISION MAKING Customer problem resolution and escalation Process improvements within the CCC Working remotely as required (system outages, OOC closures)KEY CONTACTS Sales, Priority Hub, Field Customer Service, Logistics, Operations, FinanceExternal: Customer Vendors (Transportation & Operations)QUALIFICATIONS Business related degree or equivalent customer facing / supply chain experience.Desirable: Ability to work flexible hoursEXPERIENCE 2-4 years Customer Service, Supply Chain, or Account Management experienceSKILLS AND KNOWLEDGE Customer focused with the ability to prioritize effectively Ability to think outside the box to provide first call resolution and to reduce customer effort. Works well in a team environment and is a leader amongst peers Friendly, outgoing personality with a professional demeanour Assimilates and applies new job-related information in a timely manner; adaptable and flexible while in a state of constant change Demonstrated ability to effectively manage a variety of multiple tasks in a timely fashion Demonstrates extensive knowledge of CHEP systems & departmental responsibilities or -previous experience working with enterprise CRM and ERP systems; Microsoft Office proficiency Continuous improvement mindsetLANGUAGESEnglish Desirable: Spanish We're excited you're here to learn how we'll leverage our family of growth companies to accelerate your career. Brambles companies employ more than 14,500 people in over 60 countries, committed to connecting people to life's essentials, every day. Our people are shaping a smarter, more sustainable future by changing the way business makes, moves and sells goods in every corner of the world. We look forward to helping you become one of them. 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.
Associated topics: associate, call center specialist, client, client service, customer care representative, internship, representative, service agent, service specialist, support
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.
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