Customer Service Operations Team Leader

CHEP helps move more goods to more people, in more places than any other organization on earth via our 300 million pallets, crates and containers. We employ 11,000 people and operate in more than 55 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

Position Purpose :

• To lead and support Customer excellence to ensure high level value add.
• Own and execute the CX scorecard and lead initiatives for enhancing customer experience.
• Ensuring the delivery of services provided by CHEP to handle all email queries efficiently and effectively in accordance with the service level agreement.
• Analysing business trends and providing business information to senior management and business leaders that helps in decision making, supporting customer needs and reviewing business strategy.
• Managing team and enable SLAs/ process governance to increase productivity, provide an exceptional customer experience
• Timely and accurate delivery of the hire stock audit plan and associated back-office processes in line with Brambles

Major/Key Accountabilities:

• Professional and effective communication with external and internal customers
• Effective people management of CCT and audit executives aligning with the regional strategy and delivery of the annual audit plan and effective customer contact processes.
• Work with the IMET CCT & Audit Manager to contribute to the regional IMET team to standardise and optimise processes across the region
• Focus on both internal and external customers to understand their needs and pain points, translating them into team goals, objectives and key performance indicators.
• Prompt and efficient follow-up of customer queries & service requests
• Upload of the annual audit plan and associated audit plan headers and APAs, ensuring compliance with Bramble’s requirements
• Implement a system of reporting and effective monitoring to actively track the delivery of the audit plan progress
• Ensure all audit approvals and relevant supporting documentation such as ARAPs are obtained and in line with Brambles requirements.
• Establish an escalation process for any aged open/delayed audits
• Ensure that all desktop audits are delivered in accordance with the audit plan and Brambles requirements.
• Lead the process for the monitoring of inactive/stagnant accounts and negative balances review and initiate actions for resolution
• Work with the Controllership Team to ensure that all hire stock audit adjustments are captured completely and accurately and in a timely manner.
• Ensure that all standard operating procedures and key controls are defined
• Implement and oversee the execution of proactive account health checks for key customers.
• Drive a culture of continuous improvement for CCT and Audit related processes.
• Liaise with the stakeholders, including Asset Management, Commercial and Finance to identify opportunities to improve the customer experience and in conjunction with IMET Manager CCT & Audit e develop and implement sustainable improvements.
• Measure and monitor team activity, productivity, quality, and efficiency on an ongoing basis and use this information to establish and manage team KPI’s and to formulate recommended changes to systems, processes and related policies and procedures to improve employee engagement and customer satisfaction.
• Ensure the investigation and resolution of customer enquires with minimal delay.

Qualifications :