Sr. Customer Operations Analyst, Customer Engagement Center

CHEP helps move more goods to more people, in more places than any other organization on earth via our 300 million pallets, crates and containers. We employ 11,000 people and operate in more than 55 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

The Customer Operations Sr Analyst is responsible for ensuring that the CHEP Customer Engagement Center (CEC) operations are running efficiently and that customers receive exceptional service. This role involves analysing customer service data, tracking performance metrics, identifying trends, and providing actionable insights to improve service quality. The ideal candidate will have strong analytical skills, attention to detail, and the ability to collaborate with cross-functional teams to improve the customer experience within the CHEP Customer Engagement Center (CEC).

Major/Key Accountabilities

• Gather and analyze customer service performance data, including service levels, customer satisfaction scores (CSAT), response times, and issue resolution rates.
• Identify trends, patterns, and root causes in customer inquiries and complaints.
• Conduct regular reporting on customer service KPIs to track team performance, service efficiency, and customer experience metrics.
• Develop and maintain dashboards and reports that highlight key performance indicators (KPIs) for customer service teams.
• Work with the customer service management team to develop strategies for improving service delivery based on data insights and feedback.
• Conduct root cause analysis for recurring customer issues and propose solutions to reduce volume and improve satisfaction.
• Evaluate and recommend tools, technologies, or systems that can improve the customer service function. Provide training and support to customer service agents on new tools, systems, and processes.
• Contribute to customer satisfaction improvement initiatives and help drive customer-centric changes across the company.
• Document analysis methods, processes, and findings for consistency and future reference

Qualifications

• Essential Qualifications: Bachelor’s Business Administration, Management, Statistics, or a related field (or equivalent work experience).
• Desirable Qualifications: Experience with data visualization tools (e.g., Power BI, Google Data Studio) and proficiency in Excel or similar software for reporting and analysis. Able to work flexible hours.

Experience

• 3-5 years business analysis, or data analytics role, preferably within a customer support or service-driven environment

Skills and Knowledge

• Strong analytical and problem-solving skills, with the ability to synthesize large sets of data into actionable insights.
• Excellent communication skills, both written and verbal, with the ability to present data-driven recommendations clearly.
• Strong attention to detail, ensuring that reports and analyses are accurate and comprehensive.
• Ability to work under pressure and manage multiple tasks simultaneously in a fast-paced environment.
• Ability to collaborate and work effectively in cross-functional teams.
• Understanding of customer service metrics and best practices for enhancing customer satisfaction and service delivery.
• Knowledge of process improvement methodologies (e.g., Lean, Six Sigma) is a plus.
• Experience with customer feedback systems and survey tools (e.g., NPS, CSAT) is a plus.
• Positive, results-driven attitude with a strong desire to contribute to team and organizational success.
• Customer-centric mindset with a strong focus on enhancing the customer experience.

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Preferred Education

Bachelors

Preferred Level of Work Experience

3 – 5 years

Remote Type

Hybrid Remote

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.

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