What are the responsibilities and job description for the Customer Care Representative position at Brambles?
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.
Job Description
Job Description : Customer Care Representative
Position Purpose
Customer Care Representatives are responsible for maximizing the customer experience through urgent fulfillment-related situations and proactive customer service management. Each Customer Care Representative will support a CHEP logistics region and its customers, owning the funnel of customer-facing activities related to emergency order fulfillment, issue and collection ETA status, proactive load status notification, and critical issue or backlog resolution.
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. This role requires a high level of expertise in relating to customers in a consultative capacity and understanding of the Supply Chain to proactively seek the best customer experience, and a strong drive for results.
Measures
- Customer Satisfaction (Net Promoter Score, Customer Effort, First Contact Issue Resolution)
- Resolution time for urgent issues within scope (Service Requests)
- Ensure activities supporting customers and internal partners are performed in line with Service Level Agreements, i.e, Abandonment Rate
Major / Key Accountabilities
Autonomous Regional Management & Issue Resolution
Challenges
Problem solving relates to the requirement in the role to analyze, reason and arrive at conclusions to solve problems. This can be range between routine and patterned (day-to-day within procedures) or more complex in nature requiring analytical and innovative solutions.
Authority / Decision Making
Key contacts
Qualifications
Essential Qualifications
Desirable Qualifications
Experience
Skills and Knowledge
Remote Type
Hybrid Remote
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.
Individuals fraudulently misrepresenting themselves as Brambles or CHEP representatives have scheduled interviews and offered fraudulent employment opportunities with the intent to commit identity theft or solicit money. Brambles and CHEP never conduct interviews via online chat or request money as a term of employment. If you have a question as to the legitimacy of an interview or job offer, please contact us at recruitment@brambles.com.
