Customer Office Coordinator

hace 2 semanas

Madrid, Madrid, España CHEP A tiempo completo

*Please note that this is a 6-month maternity leave cover contract*

As a
Customer Office Coordinator
, you would serve as the primary contact for a range of customer inquiries, ensuring timely, professional, and high-quality resolutions that enhance customer satisfaction and build strong relationships.

Provide operational and administrative support to internal teams, including Sales and Customer Service, while facilitating seamless customer onboarding, account management, and issue resolution.

Contribute to continuous improvement efforts by identifying opportunities to streamline processes, improve service quality, and support revenue growth initiatives.

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.

About the Role:

  • Customer interaction and administrative tasks execution (like masterdata, 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.

Experience:

  • 3-5 years Customer Service, Supply Chain

Skills & 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 organization, time management and prioritization skills
  • Attention to detail, high level of accuracy
  • Teamwork
  • Flexibility
  • 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:

German, Italian and English.

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