Customer Contact Coordinator

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.

Job Description

Responsibilities include:

• Responsible for all inbound calls on NiC – customer service portal, and also for forwarding the same to the respective function
• Create, compile and export databases containing all information for failed orders
• Responsible for handling all requests coming into the central mailbox
• Maintaining a strong relationship with the customer through query resolution and proactive identification of potential issues
• Customer account reconciliations
• Conducting Online Visits and Scheduled calls and providing feedback and correctiverecommendations to the customer and Business Manager
• Identification and Investigation of credit equipment balances
• Analysis and resolution of suspended movements
• Investigate and resolve queries from the business & customers
• Follow up with customer and business to ensure the recommendations are adhered
• Manage the helpdesk function (if applicable)
• General office administration such filing and other duties
• Participate in Team Projects
• Assist in any other task as delegated by management.
• Service Requests / Customer Complaint Management
• All Customer Reporting, as needed.

Order Management –

• Setting-Up Orders Through MyCHEP
• Coordination, as needed for orders, repairs, swaps, etc.

MyCHEP Management –

• MyCHEP Account Creation / System Set-Up / Linking Accounts
• MyCHEP online training
• Resolving Account Balance Issues / System Clean-Up

Experience

1-3 years Customer Service Experience in support roles or operations / logistics roles, ideally in B2B service-provider organizations

Skills and Knowledge

• High customer service orientation
• Assertive yet tactful written & spoken communication skills
• Effective influencing skills
• Systems Knowledge
• Able to do root cause analysis of issues / problems & find sustainable solutions
• Team orientation / effective team work skills
• Able to work in a fast paced environment, get things done virtually
• Detail orientation
• Able to organize time & other resources to achieve goals
• IT savvy; proficiency with MS Office suit (Excel, Word, Access & PowerPoint) (required), SAP (highly desirable)

Languages:

Required : English, Arabic

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.