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:

• 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.

Team Lead, Customer Contact

Cornubia, Durban – 12-month contract

“Lead the team that keeps customers connected, supported, and set up for success.”

Position Purpose

The Team Lead, Customer Contact is responsible for balancing operational delivery with people management. Approximately 50% of this role is dedicated to completing daily customer service workload, ensuring enquiries are resolved efficiently and service levels are consistently met. Additional time available is focused on managing and supporting Customer Contact Coordinators, including coaching, feedback, performance guidance, and ensuring adherence to processes and procedures. As the primary day-to-day contact reporting to the Customer Service Manager, this role maintains service excellence, monitors performance and undertakes reporting, supports team capability, and oversees quality and SLA performance. With direct reports, the Team Lead, Customer Contact helps build a high-performing, engaged team that delivers a consistently exceptional customer experience

Key Accountabilities

• Drive operational efficiency — Work closely with the Customer Service Manager and

wider leadership team to identify, recommend, and implement process improvements

that enhance team productivity and service delivery.

• Lead team capability development — Motivate, coach, and train Customer Contact

Coordinators to ensure they have the skills, knowledge, and confidence required to

consistently meet SLAs and deliver high-quality customer outcomes.

• Manage HR administration — Oversee HR-related tasks for direct reports, including

leave management, attendance, record-keeping, and adherence to company policies

and procedures.

• Conduct performance and development cycles — Lead the bi-annual and year-end

PDP process, ensuring timely completion, meaningful feedback, and alignment to

individual and team goals.

• Identify training and development needs — Monitor performance trends, provide

constructive feedback, and recommend targeted development activities to support

continuous improvement.

• Support recruitment activities — Assist management in recruiting qualified and capable

staff to maintain a high-performing and well-resourced team.

• Manage customer and field staff enquiries — Handle emails and cases from Australian

and New Zealand customers and CHEP field staff, resolving a wide range of issues

with accuracy, professionalism, and urgency.

• Process customer transactions — Accurately complete SAP tasks including

corrections, reinstatements, rejections, suspended docket updates, and docket checks,

escalating or redirecting items where appropriate.

• Champion customer understanding — Engage with customers’ needs and pain points

to ensure solutions are customer-centric and aligned to service excellence.

• Ensure process adherence and KPI achievement — Maintain compliance with business

processes, quality standards, and performance metrics, ensuring the team consistently

meets SLA and KPI expectations.

• Contribute to team culture and performance — Actively support a positive,

collaborative, and high-performing team environment through coaching, recognition,

and role modelling.

• Drive continuous improvement — Identify opportunities to enhance service quality,

reduce errors, streamline workflows, and improve customer experience.

• Provide daily operational leadership — Allocate tasks, monitor workload distribution,

support escalations and ensure smooth day-to-day operations.

• Support SLA and quality governance — Monitor SLA performance, quality scores, and

service trends, taking proactive action to address risks or performance gaps.

• Act as primary point of contact — Serve as the first escalation point for team queries,

operational issues, and customer concerns, ensuring timely resolution and clear

communication.

Qualifications

Matric, Business-Related Degree or Diploma.

People Management Skills / Supervisory Skills.

Supervisory certificates advantageous.

Experience

Experience working with Logistics, Pallet Control and/or Supply Chain (desirable) • Previous experience in managing direct reports (desirable) • Strong continuous improvement and efficiency enhancement experience • Previous experience working in a fast paced customer service environment • Previous experience in handling high volume of inbound/outbound Emails

Skills and Knowledge

Strong verbal & written communication skills

• Strong customer service attitude & discipline
• Good problem-solving skills
• Ability to coach, mentor and train less experienced team members
• Ability and willingness to learn and implement learning
• Knowledge of Microsoft office, Customer Management Systems (CMS) – Salesforce
• Team Player - Demonstrable ability to influence policy & strategy; worked successfully in

cross functional environments; change facilitator.

Remote Type

Hybrid Remote Skills to succeed in the role

Adaptability, 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 **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 uniq