Coordinator, Customer Office

Location: Madrid, Community of Madrid, Spain · Hybrid Remote

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

Key Responsibilities May Include:

• Professionally manage and resolve customer inquiries, complaints, and requests, ensuring timely and effective communication while adhering to service level agreements (SLAs).
• Facilitate smooth customer onboarding processes, ensuring accurate setup of customer accounts, and delivering system training where needed to support customer success.
• Collaborate cross-functionally with teams such as Sales, Finance, and Operations to ensure a seamless customer experience, from order processing to issue resolution.
• Maintain accurate and up-to-date customer information and service requests in relevant systems, ensuring data integrity and supporting performance tracking and reporting.
• Conduct regular reviews of customer accounts to assess performance, identify improvement opportunities, and provide actionable insights to enhance customer satisfaction.
• Support continuous improvement initiatives by contributing ideas and feedback on optimizing customer service processes, reducing operational inefficiencies, and increasing service levels.
• Play a key role in customer retention efforts by proactively addressing issues, monitoring customer satisfaction metrics, and identifying opportunities for service enhancement.
• Act as a customer advocate within the organization, ensuring that customer needs and concerns are effectively communicated and addressed in collaboration with internal stakeholders.

The purpose of the Coordinator, Customer Office is to own the administrative side of account management for a regional portfolio within Pallecon Europe and to support account management more broadly. It involves quality execution of tasks, collaboration, teamwork and proactive communication on tasks status, both with customers and internal stakeholders. The mission of the Back-office specialist is to provide timely and accurate resolution to administrative tasks, contributing to smooth processing of internal and external request impacting customer journey. By supporting customers and internal stakeholders such as Account Managers and customer facing colleagues, the team helps streamline processes, reduce friction, and ensure that day-to-day activities are completed timely, with precision and care.

Key Accountabilities:

• Customer interaction on, and administrative tasks execution (like master data, documentation, manual billing, quality complaints, onboardings, dispute resolution), non exhaustive list.

• Work closely with Account Managers and customer-facing teams to ensure smooth execution of internal processes.

• Act as a reliable support function to enable commercial teams to focus on customer engagement and growth.

Qualifications:

• Bachelor’s Degree or equivalent supply chain / customer facing experience required.

• Able to work flexible hours.

Experience:

• 3-5 years Customer Service, Supply Chain

Skills and Knowledge:

• Brings a solution-focused approach and helps foster a collaborative, results-driven team culture.

• Ability to communicate clearly and professionally with internal and external stakeholders.

• Excellent organisation, time management and prioritization skills.

• Attention to detail, high level of accuracy.

• Team work.

• Clear understanding of the impact of internal tasks to the customer experience and to the business growth.

• Good knowledge of MS Office (Excel, Word, Powerpoint).

• Experience working with Salesforce and SAP.

Languages:

• Essentials: Italian, Spanish and English.

• Desirable: Any other European Language.

Benefits:

Remote Type

Hybrid Remote

Skills to succeed in the role

Adaptability, Building Rapport, Commercial Sustainability, Continuous Process Improvement, Customer Experience (CX), Customer Support, Data Storytelling, Empathy, Experimenting, Our Business, Problem Resolution, Sales Communications, Taking Ownership, Teamwork, Understand Customers

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 recruitment@brambles.com.