Interim Order Care Coordinator

Job Description

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.

• 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.
• 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.

Remote TypeHybrid RemoteSkills to succeed in the roleAdaptability, 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