Customer Care Representative

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
•       Responsible for autonomously managing the daily funnel of urgent fulfillment-related issues within the assigned region, partnering with CHEP Logistics and carrier partners to mitigate the impact of issues and communicate thoroughly to customers
•       Responsible for proactively notifying customers of ‘at-risk’ deliveries or collections as identified by systems, carriers, and internal partners in a timely manner
•       Responsible for fielding inbound customer calls related to the aforementioned issues
•       Regional oversight and collaboration with carrier partners and customer to align expectations and mitigate exceptions impacting service, primarily though optimizing trailer utilization
•       Leverage trend analysis and ‘tribal’ knowledge to anticipate customer needs and proactively service, identifying opportunities with customer behavior support regional fulfillment success
•       Work cross-functionally to identify and analyze issue root causes, and ensure resolution plans are executed to drive supply chain excellence. Develop cross functional relationship to help deliver consistent message to the customer
•       Establish and maintain effective relationships with customers, Logistics, Operations, Sales, Customers Service, and Carriers
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
•    Customer problems or decisions
•    Working autonomously
Key contacts
•    Logistics, Customer Care Center, Sales, Service Centers
•    Customer, Transportation Providers
Qualifications
Essential Qualifications
•    Bachelor’s Degree