Interim Coordinator Order Care

Job Details

About The Role:

Position Purpose:

The purpose of the Orders Care Specialist is to act as the primary point of contact for customers across a wide range of inquiries. This position is at the frontline of customer support, ensuring a seamless and positive experience for our clients in the assigned region(s). The ideal candidate is proactive, empathetic, and committed to delivering an exceptional customer experience. As an Orders Care Specialist, your mission is to ensure that every customer feels supported and guided throughout their order and delivery journey with CHEP. He/she will be responsible for managing the entire customer ordering process, ensuring responsiveness, accuracy, and satisfaction at every touchpoint. He/she is responsible for all logistics activity related to orders within the assigned region(s) and will provide delivery of equipment from their customers within DIFOT and cost to serve targets.

To ensure operational continuity and depending on business needs, this role may be required to provide backup or temporarily transition into one of the other CX roles.

Major/ Key Accountabilities:

• Handle incoming calls and e-mails from customers to take orders, answer inquiries and questions and troubleshoot problems and provide information.
• Providing prompt, courteous and accurate response to all incoming requests from customers.
• Liaising and cooperating with supply chain teams, to ensure customer orders are properly prepared and delivered on time. Keeping customer informed and updated.
• Handling customers’ service complaints.
• Interface with both end users and carriers to ensure compliance and performance within assigned markets.
• MyCHEP onboardings and support.
• Identify, assess and take action to resolve order fulfilment risks including, but not limited to operational and inventory constraints, seasonal or promotional production variation, and transporter capacity to meet customer demand. Offer autonomously creative problem solving and alternative solutions.
• Supporting sales initiatives to expand the revenue performance of your territory.

Experience:

3-5 years Customer Service, Supply Chain .

Skills & Knowledge :

• Flexible, Customer focused, Outgoing and energetic attitude
• Experience in an environment with urgent requests and comfortable to manage those urgencies.
• Ability to balance customer-centricity with cost efficient actions and decisions.
• Good listening skills, solution oriented
• High level of professionalism
• Professional Demeanour with Approachability and Likeability
• High Learning Agility - adaptability and flexibility while in a state of constant change
• Ability to multi-task and effectively manage time and resources
• Decision Quality - Ability to think outside the box to provide best solution for our customers
• Must be available to work some holidays
• Excel, Word, PowerPoint, Outlook, Salesforce, SAP

Languages:

English, Spanish and German or French Mandatory. Any other European languages desirable.