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:

Lead, coach, and mentor a team of Customer Service Executives, ensuring they provide top-tier support that aligns with both customer needs and business goals.Develop and implement customer service excellence strategies, focusing on process improvements, team training, and the integration of technology to enhance the customer experience and reduce operational inefficiencies.Oversee daily operations, ensuring effective management of customer inquiries, billing issues, and account health while maintaining industry standards for resolution times and service quality across all communication channels.Utilize customer feedback metrics (e.g., Net Promoter Score, Customer Satisfaction, Customer Effort) to identify opportunities for improvement, and create action plans to enhance the overall customer experience.Collaborate closely with cross-functional teams, including Sales, Logistics, and Operations, to resolve complex customer issues, optimize order fulfilment processes, and improve supply chain efficiency.Lead the development and maintenance of monitoring and reporting systems, leveraging business intelligence tools to track performance, customer satisfaction, and operational effectiveness.Ensure compliance with company guidelines and standard operating procedures (SOPs) while driving continuous improvement initiatives that embed a customer-centric culture within the team.Serve as a strategic leader in customer operations, providing valuable insights, driving cross-functional initiatives, and strengthening relationships across regions and business units to align with company objectives and deliver value.

Position Purpose:

Responsible for leading and coaching a regional team comprised of 1 Team Lead/Senior Analysts and 9+ Customer Experience Representatives, this role is accountable for delivering consistently world-class interaction across all CHEP USA customer touchpoints. The Manager drives the development and execution of a best-in-class First Contact Resolution (FCR) strategy, supported by performance metrics and continuous improvement initiatives to elevate customer experience outcomes.

This leader owns the operational oversight of all customer communication channels—including phone, email, chat, and portal—ensuring timely, accurate, and empathetic issue resolution. The team serves as the primary point of contact for all CHEP USA customers, regardless of journey stage, account size, or revenue impact, and is equipped to deliver concierge-level service through deep expertise in order management, delivery, invoicing, and myCHEP platform support.

Major/Key Accountabilities:

Own and execute customer issue resolution strategies by leveraging digital tools, cross-functional collaboration, and lean process optimization to reduce friction and improve FCR.

Lead and develop a high-performing team of ~20 Customer Service Representatives and 2 Team Leads/Senior Analysts, fostering a culture of accountability, agility, and service excellence.

Plan and monitor CX performance projects, ensuring alignment with customer experience goals across order management, delivery, invoicing, and myCHEP platform support.

Champion end-to-end process visibility, identifying dependencies and pain points that impact resolution speed and customer satisfaction.

Drive continuous improvement initiatives that enhance resolution quality, reduce repeat contacts, and improve operational efficiency.

Improve First Contact Resolution (FCR) through coaching, knowledge enablement, and system enhancement targeting reduced case cycle times and increased one-touch resolutions.

Support strategic CX projects including digital channel adoption, automation pilots, and customer self-service enablement.

Deliver ROI through service optimization, reducing inbound volume, improving CSAT/CES, and increasing agent productivity.

Ensure SOP adherence and escalation discipline, balancing speed with quality and compliance.

Strategic Planning: Develop 2–3-year functional roadmaps aligned to CX transformation and business growth.

Cross-Functional Influence: Navigate matrixed environments to secure support, escalate blockers, and drive shared outcomes

Challenges/Problem Solving:

Engage and align internal and external stakeholders outside direct reporting lines

Lead talent assessment, motivation, and accountability across a diverse team

Manage competing priorities and dynamic workloads with strategic focus and agility

Solve complex customer experience issues through cross-functional collaboration and process optimization

Navigate organizational barriers to deliver results despite infrastructure or ownership gaps

Qualifications:

Bachelor’s degree in business, Operations, Customer Experience, or related field

3–5 years of leadership experience with proven ability to develop teams and deliver results

Proficient in Microsoft Office and data tools (e.g., Power BI, Tableau); skilled in CRM (Salesforce) and enterprise systems (SAP, Oracle)

Demonstrated success driving digital transformation, CX optimization, and measurable performance improvements

Strong cross-functional collaboration, prioritization, and problem-solving skills in dynamic environments

Experience:

Proven success in coaching for performance and improvement, including conflict resolution and behavioral development

Skilled in leading and developing teams, with direct oversight of frontline representatives and team leads

Experienced in managing customer communication channels across phone, email, chat, and portal platforms

Proficient in workforce management, including scheduling, queue oversight, and performance tracking

Remote Type

Hybrid Remote

Skills to succeed in the role

Account Management, Account Management, Adaptability, Cross-Functional Work, Customer Engagement, Customer Experience Management, Customer Satisfaction, Customer-Support, Data-Driven Decision Making, Digital Literacy, Emotional Intelligence, Feedback, Inclusive Leadership, Innovation, Inspiring Others, Issue Management, Learn From Mistakes, Logistics Management, Mentorship, Motivating Teams, Order Fulfillment, Prioritization, Process Improvements, Sales Coordination, Stakeholder Engagement {+ 1 more}

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.