Customer Service Operations Team Leader

October 11, 2024

Brambles Group

İstanbul

OTHER

CHEP helps move more goods to more people, in more places than any other organization on earth via our 300 million pallets, crates and containers. We employ 11,000 people and operate in more than 55 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

Position Purpose :

To lead and support Customer excellence to ensure high level value add.
Own and execute the CX scorecard and lead initiatives for enhancing customer experience.
Ensuring the delivery of services provided by CHEP to handle all email queries efficiently and effectively in accordance with the service level agreement.
Analysing business trends and providing business information to senior management and business leaders that helps in decision making, supporting customer needs and reviewing business strategy.
Managing team and enable SLAs/ process governance to increase productivity, provide an exceptional customer experience
Timely and accurate delivery of the hire stock audit plan and associated back-office processes in line with Brambles

Major/Key Accountabilities:

Professional and effective communication with external and internal customers
Effective people management of CCT and audit executives aligning with the regional strategy and delivery of the annual audit plan and effective customer contact processes.
Work with the IMET CCT & Audit Manager to contribute to the regional IMET team to standardise and optimise processes across the region
Focus on both internal and external customers to understand their needs and pain points, translating them into team goals, objectives and key performance indicators.
Prompt and efficient follow-up of customer queries & service requests
Upload of the annual audit plan and associated audit plan headers and APAs, ensuring compliance with Bramble’s requirements
Implement a system of reporting and effective monitoring to actively track the delivery of the audit plan progress
Ensure all audit approvals and relevant supporting documentation such as ARAPs are obtained and in line with Brambles requirements.
Establish an escalation process for any aged open/delayed audits
Ensure that all desktop audits are delivered in accordance with the audit plan and Brambles requirements.
Lead the process for the monitoring of inactive/stagnant accounts and negative balances review and initiate actions for resolution
Work with the Controllership Team to ensure that all hire stock audit adjustments are captured completely and accurately and in a timely manner.
Ensure that all standard operating procedures and key controls are defined
Implement and oversee the execution of proactive account health checks for key customers.
Drive a culture of continuous improvement for CCT and Audit related processes.
Liaise with the stakeholders, including Asset Management, Commercial and Finance to identify opportunities to improve the customer experience and in conjunction with IMET Manager CCT & Audit e develop and implement sustainable improvements.
Measure and monitor team activity, productivity, quality, and efficiency on an ongoing basis and use this information to establish and manage team KPI’s and to formulate recommended changes to systems, processes and related policies and procedures to improve employee engagement and customer satisfaction.
Ensure the investigation and resolution of customer enquires with minimal delay.

Qualifications :

BA/BS Degree Desirable

Experience :

5+ years customer service and/or audit experience
People management experience
Business data analysis and account reconciliation
Direct customer liaising

Skills and Knowledge :

Able to effectively handle and manage a high degree of multiple tasks
Creative problem solver
Team player with the ability to work on own imitative and autonomously
Strong sense of customer satisfaction
Time management skills
Advanced Excel
Excellent telephone manner
Self-motivated
Results driven
Negotiation skills
Ability to think out of box

Languages

Essential

English

Desirable

Turkish,Arabic

Preferred Education

Bachelors

Preferred Level of Work Experience

3 - 5 years

Remote Type

Hybrid Remote

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.

We regret to inform you that this job opportunity is no longer available