Description
Key Responsibilities May Include:
1. 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.
2. 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.
3. 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.
4. 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.
5. 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.
6. Lead the development and maintenance of monitoring and reporting systems, leveraging business intelligence tools to track performance, customer satisfaction, and operational effectiveness.
7. Ensure compliance with company guidelines and standard operating procedures (SOPs) while driving continuous improvement initiatives that embed a customer-centric culture within the team.
8. 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.
Required Skills & Experience:
9. Demonstrated experience in process improvement, transformation, or service design
10. Excellent stakeholder management and ability to influence across multiple functions
11. Proven experience in a customer service leadership role within a fast-paced, customer-facing environment
12. Strong people management and coaching capability, with experience leading large teams
13. Data-driven mindset, with experience using customer metrics to drive performance (e.g. NPS, CSAT)
14. Strong problem-solving and decision-making skills in complex environments
15. Experience with CRM systems (e.g. Salesforce) and reporting tools
Remote Type
Hybrid Remote
Skills to succeed in the role
Amélioration continue des processus, Coaching, Collaboration, Commercial Sustainability, Communications de vente, Conscience de soi, Customer Support, Direction inclusive, Établir des relations, Établissement des priorités, Expérience client (CX), Feedback, Interprétation de données, Leading Customer Centric Teams, Mener le changement, Motiver les équipes, Our Business, Pensée disruptive, Résolution de problèmes
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