Customer Service Manager

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, coach, and mentor a team of Customer Service Executives, ensuring they provide top-tier support that aligns with both customer needs and business goals. Develop and implement customer service excellence strategies, focusing on process improvements, team training, and the integration of technology to enhance the customer experience and reduce operational inefficiencies. Oversee daily operations, ensuring effective management of customer inquiries, billing issues, and account health while maintaining industry standards for resolution times and service quality across all communication channels. Utilize customer feedback metrics (e.g., Net Promoter Score, Customer Satisfaction, Customer Effort) to identify opportunities for improvement, and create action plans to enhance the overall customer experience. Collaborate closely with cross-functional teams, including Sales, Logistics, and Operations, to resolve complex customer issues, optimize order fulfilment processes, and improve supply chain efficiency. Lead the development and maintenance of monitoring and reporting systems, leveraging business intelligence tools to track performance, customer satisfaction, and operational effectiveness. Ensure compliance with company guidelines and standard operating procedures (SOPs) while driving continuous improvement initiatives that embed a customer-centric culture within the team. Serve as a strategic leader in customer operations, providing valuable insights, driving cross-functional initiatives, and strengthening relationships across regions and business units to align with company objectives and deliver value. This is a pivotal leadership role, responsible for transforming customer service delivery, enhancing customer satisfaction, and building a high-performing team that delivers against both customer needs and business goals. You will play a key part in the management of customers across the UKI business, and drive change through collaboration with the European business to deliver process improvement, standardisation and develop our customer experience. Required Skills & Experience: Demonstrated experience in process improvement, change, transformation, or service design Excellent stakeholder management and ability to influence across multiple functions Proven experience in a customer service leadership role within a fast-paced, customer-facing environment Strong people management and coaching capability, with experience leading large teams Data-driven mindset, with experience using customer metrics to drive performance (e.g. NPS, CSAT) Strong problem-solving and decision-making skills in complex environments Experience with CRM systems (e.g. Salesforce) and reporting tools Remote Type Hybrid Remote Skills to succeed in the role Building Rapport, Coaching, Collaboration, Commercial Sustainability, Continuous Process Improvement, Customer Experience (CX), Customer Support, Data Storytelling, Disruptive Thinking, Feedback, Inclusive Leadership, Leading Change, Leading Customer Centric Teams, Motivating Teams, Our Business, Prioritization, Problem Resolution, Sales Communications, Self-Awareness 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].