Customer Service and Order Management Executive

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 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. Major/Key Accountabilities Act as the primary point of contact to supporting the Business Development and Key Account Team (Pallet, Pallecon and Automotive) on all matters related to order booking, planning and execution. Execute day-to-day customer order bookings for both domestic and international transactions, ensuring accuracy, completeness, and compliance with company policies and procedures. Monitor order flow end-to-end, proactively identifying and resolving booking discrepancies or errors to ensure smooth order fulfillment. Align customer demand with available supply capacity to optimize asset utilization, profitability, and customer satisfaction. Prepare and communicate daily dehire/issue schedule to the logistics team to support transportation planning and execution. Cooperate closely with the Logistic team to resolve booking, delivery and transportation-related issues in timely manner. Optimize pallets utilization at customers’ buffer locations and coordinate with customers on pickup and return activities. Communicate effectively with customers to ensure clarity of order status, confirmation, and process adherence for both domestic and international orders. Monitoring, analyze and report on order performance, including weekly and monthly reports comparing customer bookings against actual supply. Provide training and guidance to customers on the myCHEP Order Management system, promoting digital documentation and reducing reliance on manual process. Identify opportunities for process improvement and customer experience enhancement within the order management scope and proactively propose improvement initiatives. Supporting CHEP’s transition to a Digital Customer Connect model by actively promoting myCHEP as the primary customer interaction channel. Share insights and order-related information with the Business Development and Key Account Team to support organic growth opportunities and revenue generation. 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 Communications, Taking Ownership, Teamwork, Understand Customers 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 [email protected].