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 13000 people and operate in 60 countries. Through our pioneering and sustainable share-and-reuse business model the worlds biggest brands trust us to help them transport their goods more efficiently safely and with less environmental impact.

What does that mean for you Youll join an international organization big enough to take you anywhere and small enough to get you there sooner. Youll help change how goods get to market and contribute to global sustainability. Youll 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 ourHybrid Work Model.

Job Description

Key Responsibilities May Include:

• Monitor and manage account health by addressing key issues ensuring timely and effective resolution.
• Analyze customer operational data including cycle times and asset movements implementing control measures to enhance accuracy and efficiency.
• Lead account reconciliation processes conducting audits and ensuring data integrity across customer portfolios.
• Prepare track and communicate KPI reports providing customers with actionable insights and performance metrics to drive informed decision-making.
• Identify opportunities for value creation developing mutually beneficial solutions that optimize both customer satisfaction and company objectives.
• Resolve customer inquiries including invoice disputes and operational challenges by conducting root cause analysis and providing strategic recommendations for long-term improvements.
• Collaborate with internal teams (e.g. Sales Supply Chain Finance IT) to deliver seamless account management and ensure alignment with broader business goals.
• Support the development and implementation of predictive metrics partnering with business analytics teams to anticipate and address potential account health issues.

MUST be fluent in French & English

Major/Key Accountabilities

• Daily Tasks:
  • Maintain customer contact to 100% of the territory at least 4 times per annum.
  • Ensure customer loyalty and satisfaction as measured through NPS achieving the NPS target or any equivalent target used by the company.
  • Monito and respond to customer inquiries regarding billing transactions and other topics related to account health via centralized inbound hub.
  • Monitor account KPIs (Flow-Through Ratio Cycle Time Closing Balance) to detect and resolve account health problems.
  • Take corrective action on pallet audits negative E balances late reporting suspended transactions unpaid invoices CRM Service requests etc.
  • Support CHEP Health & Safety initiatives.
  • Respond to and resolve any product or service quality related concerns.
  • Educating the customers on best practices (consultative approach). Continue to improve processes and business for the benefit of the stakeholders.

• Increase Revenue Stream:
  • Manage sales and customer service activities to meet budgeted revenue targets and profitability levels by reinforcing pool discipline with customers and actively seeking to close the gap on sales opportunities for all business units. Engage customers on Go To Market suite of solutions where opportunities exist.
  • Responsible to monitor and improve the payment trends of the customers per agreed net 30-day payment terms. Monitoring and maintaining DSO at or below target days as measured through the revenue outstanding appearing on the monthly aging reports and clearing credit balances.

• Best Practices Implementation Introduce new products and services promote latest CHEP technology and adhere to all policies and processes. Implement CHEP Best Practices across customer-base. Promote self-service options available via PortfolioPlus reporting portal.
• Account Health Monitoring Maintain regular customer contact and timely replies to inquiries. Monitor and consistently action on stock balance reconciliation negative stock balance prevention suspended and unknown transaction coding payment trend reduction CRM service requests completion and more. Will be required to seek financial compensation for all pallet discrepancies and/or seek payment for unpaid invoices from customers.
• Drive Customer Satisfaction Maintain relationships and service levels to ensure customer loyalty. Monitor and manage a customer territory with strong business knowledge and commitment to increasing customer satisfaction through anticipation of needs. Being able to analyse data in order to present a strong value proposition to the customer is a key attribute of this position.
• Promote Zero Harm Support CHEPs numerous Health & Safety initiatives.

Qualifications

• Education: Bachelors degree or College Diploma
• Bilingual: French & English

Experience

• 3-5 years Sales/Service experience in a service company
• Worked with financial measures and Key Performance Indicators
• Worked successfully in a matrix structure
• Customer account relationship management experience a must
• Ability to drive service quality resulting in greater and sustainable customer satisfaction
• Expertise in eliminating the waste in business processes by using six sigma / lean tools

Skills and Knowledge

Required

• Proficiency in Microsoft Office Suite (Excel PowerPoint Outlook)
• Detail Oriented ability to build maintain validate and analyse large amounts of data
• Excellent interpersonal and communication skills

Preferred

• Knowledge of Six Sigma/Lean methodologies
• Experience working with SAP

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