Sr. Analyst, Customer Engagement Center

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

The leadership position is responsible for partnering cross-functionally on a consistent basis across all areas of the organization (Logistics, Operations, Quality, Finance, Sales) to drive continuous improvement processes to achieve the strategic goals of first call resolution (FCR) and reduction of customer effort. Additionally, this position will be responsible for business-critical operational areas within the CHEP Customer Engagement Center (CEC).

This role will be the first line of support to the Customer Engagement Center team members for job-related tasks, focusing on resolving customer inquiries and campaign initiatives.

Major/Key Accountabilities

• Support Team on day-to-day activities / 1st level support and provide coaching and guidance when necessary.
• Peer leader and forward thinker in the development and execution of FCR by providing process insight, documenting end to end processes and team member interaction improvements based on NPS verbatim. Key driver for Customer Effort reduction and gatekeeper for process improvement tools.
• Provide real time customer support for concerns coming into the CEC via various inbound and outbound channels. Support the team and ensure response rates meet or exceed expectations.
• Actively ensure that all CEC critical operational systems are maintained and reviewed for updating as the business changes.
• Ensure quality customer experience/satisfaction through quality monitoring i.e. (random spot checks of processes and procedures - Salesforce/SAP documentation, side by side monitoring) and assesses and identifies training needs.
• Responsible for UAT/Regression testing for all customer impacted system enhancements and changes to ensure minimal service interruptions from defects.

Qualifications

Essential Qualifications: Bachelor’s Degree or equivalent supply chain / customer facing experience required

Desirable Qualifications: Able to work flexible hours.

Experience

3-5 years Sales, Customer Service, Supply Chain, or Account Management experience.

Skills and Knowledge

• Customer Focused
• Detail oriented, good data management skills
• Demonstrated ability to lead others and develop additional skill sets in others.
• Demonstrated ability to take initiative to drive results.
• Excellent communication skills
• Ability to multi-task and effectively manage time and resources.
• Adaptability and flexibility while in a state of constant change
• Strong critical thinking skills
• Proficiency with Microsoft Office Suites and MS Teams
• Ability to work independently, self-starter.

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Preferred Education

Bachelors

Preferred Level of Work Experience

3 - 5 years

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 an