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:

• Lead the resolution of complex and critical customer inquiries delivering first-level support and guiding customers through service solutions system navigation and business processes.
• Collaborate with internal stakeholders (e.g. Key Account Management Finance Operations) to troubleshoot and resolve customer issues conducting root cause analysis and implementing long-term corrective actions.
• Oversee the resolution of billing disputes and discrepancies ensuring accuracy in ERP systems and clear communication of outcomes to customers.
• Monitor customer account performance utilizing control and financial reports to identify discrepancies trends and opportunities for process optimization.
• Maintain accurate customer records and service-related data within CRM systems ensuring timely and accurate completion of tasks and adherence to key performance metrics.
• Support customer engagement initiatives by coaching team members providing feedback and fostering a positive customer experience through proactive communication and quality monitoring.
• Proactively manage high-priority issues related to service delivery and order fulfilment working closely with internal teams such as Logistics and Operations to minimize impacts and keep customers informed.
• Contribute to continuous improvement efforts by identifying areas for operational enhancements streamlining processes and ensuring alignment with customer service best practices.

Position Purpose

Manage a Territory of Tier 1 and 2 retail and commercial customers representing a portfolio. Accountable for delivering a consistent and exceptional level of service with their book of assigned customers. Continuously improve our customer satisfaction & loyalty within assigned territory as measured through annual NPS scores. Maximize customer experience through proactive account health management communications and influencing. Utilize customer service analytical and time management to support all company and customer initiatives which include but are not limited to:

Ensuring that negative balances suspended flows unknown and rejected movements are addressed in line with company policy and procedures.

Customer cycle time analysis and implementation of control methodologies.

Outbound movement analysis.

Implement oversee and support customer audit and reconciliation functions for assigned territory and complete/reconcile 90% of total territory in order to maintain customer account integrity and support company policies & procedures.

This role requires a solid understanding of and the ability to work with a variety of organizational functions such as Finance Information Systems Operations Logistics Retail Supply Chain Commercial Accounts and Sales on a daily basis.

Major/Key Accountabilities

Account Maintenance

Maintain customer relationships and service levels to ensure customer loyalty and satisfaction as measured through NPS achieving the NPS target or any equivalent target used by the company. Monitor and support a customer territory of Tier 1 and 2 accounts with strong business knowledge and dedicated commitment for Customer Satisfaction & BVA.

Daily Tasks

Maintain consistent customer contact within the assigned territory.

Engage in proactive partnership reviews with key customer four times per annum.

Respond to customer inquiries regarding billing transactions and other topics related to account health.

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. Audit CHEP equipment on rent reconcile audits and report the so that compensation can be collected on lost assets.

Work with the Audit Team to ensure that all customer audits are completed in accordance with the Brambles Audit Policy and within a timely manner.

Support CHEP Health & Safety initiatives.

Optimize the order process to ensure that pallets are delivered to or collected by the customer in the most cost effective way for both the customer and CHEP.

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.

Create ad hoc reports upon request and collaborate with members of the team and other departments for continuous improvement to processes.

Regularly perform data integrity checks on transactional data to ensure that customer audits and account performance metrics are accurate.

Revenue stream

Support joint customer business plans by ensuring execution that will help grow and sustain existing business.

Responsible to monitor and improve the payment trends on your customer base.

Leverage knowledge of your customers generate income through CHEP Canadas value proposition core offerings.

Qualifications

Education: Bachelor Degree or College Diploma

Training: Negotiation skills Customer Service Skills.

Experience

Sales/Service experience in a service company

Worked with financial measures and Key Performance Indicators

Worked successfully in a matrix structure

Key customer account relationship management experience a must

Ability to drive quality resulting in greater and sustainable customer satisfaction

Expertise in eliminating the waste in business processes by using six sigma / lean tools

Strategic continuous improvement by creating a culture

Skills and Knowledge

Strategic: Understanding the Business Problem Solving and Creativity

Operating: Excellent Planning Priority Setting Monitor and Measuring Work

Organizational: Organizational Agility Communicating Effectively Career Ambition

Personal and Interpersonal: Customer Focus Team Collaboration Integrity Trust

Courage: Dealing with Trouble Standing Alone Command Skills

Energy and Drive: Action Oriented Passion for Success and Drive for Results

Others: Computer: Microsoft Office Siebel CRM SAP Business Warehouse

Personal: Analytical excellent listener energetic leader relations

Base pay range is $70000- $96500 annually

Salary ranges provided take into account a wide variety of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications geographic differentials and other business and organizational needs. Therefore actual amounts offered may be higher or lower than the range provided. If you have questions please speak to your Talent Acquisition Partner about the flexibility and detail of our compensation philosophy.

Dependent on the position offered other forms of compensation may be part of a total offering beyond medical & retirement benefits and may include other monetary incentives or business benefits.

Fonctions du poste

Gérer un territoire de clients commerciaux et de détail. Améliorer la satisfaction et la fidélité de la clientèle dans le territoire désigné tel que mesuré durant le NPS annuel. Signaler toute menace de la concurrence à léquipe de direction. Utiliser le service à la clientèle les analyses et la gestion du temps afin de soutenir toutes les initiatives de lentreprise et du client notamment:

Veiller à ce que les soldes négatifs les flux interrompus les mouvements inconnus et rejetés soient traités conformément à la politique et aux procédures de lentreprise.

Les analyses de la durée du cycle du client et la mise en place de méthodes de contrôle.

Lanalyse des déplacements sortants.

Mettre en place superviser et soutenir les fonctions daudit et de rapprochement du client et effectuer le rapprochement de 90% du territoire total afin dassurer lintégrité du compte du client et de soutenir les politiques et procédures de lentreprise.

Ce poste nécessite une excellente compréhension de plusieurs fonctions de CHEP comme les finances les systèmes dinformation lexploitation la logistique la chaîne dapprovisionnement au détail les comptes commerciaux et les ventes et une collaboration quotidienne avec celles-ci.

Principales responsabilités

Entretien des comptes

Gérer les relations avec les clients et les niveaux de service requis pour sassurer de leur fidélité et de leur satisfaction comme mesurés par latteinte du NPS cible ou de toute autre cible utilisée par lentreprise. Surveiller et soutenir un territoire de comptes de niveau1 et2 avec son excellente connaissance des entreprises et un accent sur la satisfaction de la clientèle et la valeur ajoutée de Brambles.

Tâches quotidiennes

Maintenir un contact constant avec les clients dans le territoire attribué.

Participez à des examens proactifs des partenariats avec des clients clés quatre fois paran.

Répondre aux demandes des clients au sujet de la facturation des transactions et des autres sujets en lien avec la santé des comptes.

Surveiller les IRC du compte (taux démission durée du cycle solde de fermeture) afin de détecter les problèmes de santé des comptes et les résoudre.

Prendre des mesures correctives à la suite des audits des palettes des soldes négatifs démissions des rapports soumis tardivement des transactions suspendues des factures impayées des demandes de service CRM etc.

Réaliser laudit de léquipement de CHEP en location effectuer le rapprochement des audits et rapporter les résultats à léquipe de gestion des comptes commerciaux afin dobtenir une compensation pour les actifs perdus.

Travailler avec léquipe des audits afin de veiller à ce que tous les audits des clients soient réalisés conformément à la politique relative aux audits de Brambles et dans un délai raisonnable.

Soutenir les initiatives de santé et sécurité de CHEP.

Optimiser le processus de commande afin de veiller à ce que les palettes soient livrées ou récupérées par le client de la façon la plus économique pour celui-ci et pour CHEP.

Répondre aux préoccupations relatives à la qualité des produits ou des services et les résoudre.

Former les clients sur les meilleures pratiques (approche de consultation). Continuer daméliorer les processus et les activités au bénéfice des intervenants.

Source de revenus

Soutenir les plans commerciaux conjoints avec les clients en veillant à ce que leur exécution aide à faire croître et fidéliser les clients existants.

Responsable de surveiller et daméliorer les tendances de paiement des clients

Tirez parti de la connaissance de vos clients qui génèrent des revenus grâce aux offres de base de la proposition de valeur de CHEP Canada.

Qualifications

Formation: Baccalauréat ou diplôme collégial

Formation: Compétences en négociations compétences en service à la clientèle.

Expérience

Expérience en ventes et en service dans une entreprise de services

Expérience de travail avec des mesures financières et des indicateurs de rendement clés

Expérience de travail positive dans une structure matricielle

Expérience dans la gestion des relations avec des clients importants un atout

Capacité daméliorer la qualité afin daugmenter de façon durable la satisfaction des clients

Expertise dans lélimination des pertes dans les processus commerciaux en utilisant les outils six sigma et lean

Amélioration stratégique continue en créant une culture

Compétences et connaissances

Stratégique: Compréhension de lentreprise résolution de problèmes et créativité

Opérations: Excellente planification établissement des priorités surveillance et évaluation du travail

Organisationnel: Agilité organisationnelle communication efficace et ambition professionnelle

Personnel et interpersonnel: Accent sur les clients esprit déquipe intégrité et confiance

Courage: Gestion des problèmes indépendance et compétences de direction

Énergie et dynamisme: Accent sur les actions passion du succès et envie dobtenir les résultats attendus

Autre: Informatique: Microsoft Office Siebel CRM SAP Business Warehouse

Personnel: Esprit déquipe et capacité découte capacité détablir des relations et de diriger une équipe analytique stratégique leader énergique excellent communicateur et polyvalent

La rémunération de base se situe entre $70000 et $96500 $ par an.

Les fourchettes salariales indiquées tiennent compte de nombreux facteurs notamment les compétences lexpérience et la formation les permis et certifications les différences de localisation géographique et les besoins de lentreprise. Par conséquent le montant proposé peut être supérieur ou inférieur à la fourchette indiquée. Pour toute question concernant la flexibilité et les détails de notre politique de rémunération veuillez contacter votre responsable du recrutement.

Selon le poste offert dautres formes de rémunération peuvent être incluses dans loffre globale en plus des avantages sociaux (assurance maladie et retraite) et peuvent comprendre des primes ou des avantages liés à lactivité.

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