Senior Coordinator, CX

Puesto: Senior Coordinator, Flexible CX
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.
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** Job Description**#
** Key Responsibilities May Include:
*** Lead the resolution of complex and critical customer inquiries, delivering first-level support and guiding customers through service solutions, system navigation, and business processes.
* Collaborate with internal stakeholders (e.g., Key Account Management, Finance, Operations) to troubleshoot and resolve customer issues, conducting root cause analysis and implementing long-term corrective actions.
* Oversee the resolution of billing disputes and discrepancies, ensuring accuracy in ERP systems and clear communication of outcomes to customers.
* Monitor customer account performance, utilizing control and financial reports to identify discrepancies, trends, and opportunities for process optimization.
* Maintain accurate customer records and service-related data within CRM systems, ensuring timely and accurate completion of tasks and adherence to key performance metrics.
* Support customer engagement initiatives by coaching team members, providing feedback, and fostering a positive customer experience through proactive communication and quality monitoring.
* Proactively manage high-priority issues related to service delivery and order fulfilment, working closely with internal teams such as Logistics and Operations to minimize impacts and keep customers informed.
* Contribute to continuous improvement efforts by identifying areas for operational enhancements, streamlining processes, and ensuring alignment with customer service best practices.
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* About The Role:

*** Seamlessly step into Orders Care, Collections Care, or Customer Office roles as needed, ensuring business continuity during peaks, absences, or transitions.
* Manage end‐to‐end customer interactions across orders, collections, and administrative processes, providing prompt, accurate responses and maintaining strong customer relationships.
* Demonstrate strong learning agility and versatility, quickly acquiring new processes and adapting to changing priorities while delivering consistent service quality.
* Continuosly monitor CX processes and drive structured improvements.
* Document and standardise best practices.
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* Experience:

*** 3-5 years Customer Service, Supply Chain .
** Skills & Knowledge:
*** High learning agility
* Flexibility* Solution oriented and results-driven
* Ability to communicate clearly and professionally with internal and external stakeholders
* Excellent organisation, time management and prioritization skills
* Attention to detail, high level of accuracy
* Systems proficiency: SAP, Salesforce, Brix, Blue Yonder, MS Office.
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* Languages:

** English, Spanish and 1 European language as mother tongue                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    #
** Remote Type
** Hybrid Remote# #
** Skills to succeed in the role
** Adaptability, Building Rapport, Commercial Sustainability, Continuous Process Improvement, Customer Experience (CX), Customer-Support, Data Storytelling, Empathy, Experimenting, Our Business, Problem Resolution, Sales…