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Job ID #:6071
Position Type:Regular Full-Time
Experience Required:Not Indicated
Job Category:Customer Service
Location:Calgary, AB CA
Education Required:Bachelors Degree
Relocation Provided:No Relocation Offered

CHEP is the world leader in pallet and container pooling services, serving many of the world's largest companies. CHEP issues, collects, conditions and reissues more than 285 million pallets and containers from a global network of more than 500 service centers in 42 countries, helping manufacturers and growers transport their products to distributors and retailers.

CHEP partners with customers to develop pooling solutions that ensure reduced product damage, offer enhanced delivery efficiencies, eliminate waste and cut supply chain costs, adding exceptional value for its customers. With more than 300,000 customers around the globe, including Procter & Gamble, SYSCO, Carrefour, Kellogg's, Woolworths, Kraft, Nestlé, Lion Nathan, The Home Depot, Tesco, Unilever, Hewlett Packard, Ford and GM, CHEP is known for "Handling The World's Most Important Products…Everyday."

CHEP employs more than 7,700 employees in 42 countries and benefits from more than four decades of industry experience internationally.

Position Purpose

Effectively manage activities and develop the team to meet company targets and to deliver consistent and exceptional value in the eyes of our customers.  Improve our customer satisfaction & loyalty as measured through annual NPS scores as well as employee engagement (BES results) and protect and grow our business while escalating any competitive threats to the Sr. Leadership team. Ensure that polices and best practices are followed and implemented across all Account Managers that will help drive growth and customer account health.

Major/Key Accountabilities

Annual Targets:

  • Meet and overcome the Revenue budget  for the customers assigned to the team

  • Monitor the growth of the business against the company plan to meet set yearly targets

  • Focus team on growing existing 48x40 core business through existing customer base

  • Complete and own joint customer JBP’s and ensure execution that will help grow and sustain existing business

  • Communicate agreed targets to the team, allocate responsibility, manage and monitor the progress of individual objectives through Short Term Incentive (STI Target) programs

  • Complete national audits with shortages at an agreed to compensation rate to secure payment for lost assets

  • Analyze costing model and maintain threshold gross margins and implement yearly contractual price changes

  • Responsible for revenue increase targets through pricing analysis, rate adjustments. Responsible for sales growth within the existing manufacturer territory (new business, lane expansion, competition conversions, supplier integration) and relevant and accurate management in Siebel

  • Win  Store fulfilment opportunities across existing customer base in cooperation with Store Fulfilment function

  • Ensure that all KPI metrics are met for the region relating to Account visits, cycle time, flow through ratio, and audit completion  

  • 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

  • Conduct business reviews, preparing and communicating periodic sector KPI reports with customers to help them compare their actual versus budgeted amounts and track the progress accordingly

  • Create Supply Chain process maps to understand pallet flows for corporate accounts

  • Review yearly NPS Customer Satisfaction Survey Results (Data Pareto Analysis), conduct closed loop feedback sessions with customers and establish concise action plans to position detractors and passives into the promoter NPS category

  • Introduce customers to the latest CHEP technology, policies and processes and recommendations to reduce cost through supply chain efficiencies

  • Implement e-Business solutions like EDI, FTP, EFT, e-Invoicing and Portfolio+Plus etc

  • Assist in completing “At Risk Customer Assessments” in conjunction with Manager, Business Analytics

  • Continue to improve processes and business for the benefit of the stakeholders

Lead, Motivate, Assess and Develop the Team

  • Communicate management decisions, ensure clarity of goals and responsibilities, manage change, celebrate success are key strengths

  • Hire and develop an effective team to meet internal and external business objectives regardless of hurdles and obstacles

  • Train new employees on company vision, goals, customer satisfaction, core competencies, profitability, BVA, ABC model

  • Conduct yearly  and mid-year PDP (Performance & Development Process) sessions to evaluate self and all the direct reports job performance on both the “What” and “How” metrics

  • Coach the members of the team for continuous improvement

  • Review and approve Service Requests on a daily basis

Health and Safety

  • Perform on-site hazard risk assessments and reviewed pest control procedures, safety near fork lifts, emergency evacuation procedures etc.

  • Conduct a Zero Harm Safety Minute at the beginning of each regional meeting

  • Participate in reporting Near Misses



  • Education: Bachelor Degree (equiv.) or Masters in commerce (equiv.)

  • Training: Advanced negotiation skills, sales/service management.



  • 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

  • New business development

  • Successful management and development of a team (3-5 people)

  • Support the implementation of Health & Safety initiatives


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, relationship builder, team leader and player, strategic thinker, excellent communicator ,versatile




  • English

  • French

Come join an extremely successful performance and growth oriented team, we'd love to hear from you. A highly competitive compensation and benefit package including retirement benefits, educational reimbursement, and more is offered in conjunction with an exciting, fast paced work environment. Come help us… Handle the World's Most Important Products. Everyday. EOE

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