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 channelsincluding phone email chat and portalensuring 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.

Key Accountabilities - What you Will do:

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 23-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 gapes

Experience & Qualifications - What you will bring

• 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

Qualifications:

• Bachelors degree in business Operations Customer Experience or related field

• 35 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

Remote Type

Skills to succeed in the role

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