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.

Job Details

About the Role

- Account analysis and proactive actions to avoid Customer complaints and dissatisfaction; also avoid account deviations and pallet losses.
- Accurate and on time reporting, monitoring progress and analysis.
- Fully understand CSO business process to enable optimization and efficient account management ·
- Customer focus; customer centric.

Skills & Knowledge:

- Interpersonal Savvy, Drive for Results, Process Management; Learning on the Fly.
- High level of knowledge in Access and Excel is mandatory: queries, macros, links between tables and databases.
- Commercial and customer centricity mindset.
- Desirable experience in similar position of Commercial account management.
- excel advanced; Salesforce; power point.
- Languages: Spanish and English.

📌 Coordinator Customer Service Office (Madrid)
🏢 CHEP ESPAÑA
📍 Madrid