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Job ID #:6178
Position Type:Regular Full-Time
Experience Required:Not Indicated
Job Category:Sales
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

Manage a Territory of Tier 1 and 2 Customers delivering consistent and exceptional value in the eyes of our customers.  Improve our customer satisfaction & loyalty within assigned territory as measured through annual NPS scores. Protect and grow territory, escalating any competitive threats to Management Team. Utilize advance skills in territory management, account management, and time management to support all company and customer initiatives which include but are not limited to:

  • Protect and grow territory revenue in line with budget

  • Ensuring that Neg. 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.

  • Build out last mile customer solutions & initiatives; delivering value for our customers and stakeholders

  • This role requires a solid understanding of and the ability to work with a variety of CHEP functions such as Finance, Information Systems, Operations, Logistics, Retail Supply Chain and Sales on a daily basis. Additionally, the ideal candidate will possess the ability to build strong customer relationships with key and senior level contacts in order to grow sales and increase overall customer satisfaction for various CHEP services.


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 manage a customer territory of 60+ Tier 1 and 2 accounts with strong business knowledge and dedicated commitment for Customer Satisfaction & BVA.

  • Promote account development and build relationships with customer through office visits, presentations and negotiations.

  • Conduct business reviews, prepare and communicate periodic sector KPI reports with customers; helping them compare their actual versus budgeted amounts, tracking progress accordingly highlighting and speaking to such things as:    

    • Accurate cycle time at customer locations

    • Audit count & Reconciliation

    • Negative account balances, Suspended/ Rejected movements

    • Flow thru ratio analysis

    • Manage and resolve any invoice disputes

  • Develop external and internal personal customer relationships.

  • Proactively build upon customer partnerships with targeted accounts & org chart development

  • Establish opportunities to present our value-proposition to strategic Senior Executive and Management level contacts

  • Build and maintain customer profiles and market data

  • Track all customer agreements for assigned territory and complete accurate invoicing information

  • Lead customer negotiations, establishing pricing parameters, identifying value creation opportunities for customers within your territory creating  win-win opportunities and partnership synergies

  • Complete all sales  & service related in Siebel and complete expense reports in a timely manner consistent with CHEP standards.


Daily Tasks

  • Introduce to existing customers new products and services, latest CHEP technologies, policies and procedures

  • Ensure that Business reviews are provided via face-to-face meetings with customers.  Expectations are 4-5 visits per week.

  • Maintain customer contact to 100% of the territory at least 4 times per annum.

  • Monitor and consistently action on pallet audits, reconciliation, negative E balances, suspended, unknowns, DSO, CRM Service requests, etc.

  • Audit CHEP equipment on rent, reconcile audits, and report back to clients on results in written format and collect compensation on lost assets

  • Support CHEP Health & Safety initiatives

  • Educating the customers on best practices (consultative approach). Continue to improve processes and business for the benefit of the stakeholders


Revenue stream

  • Manage Sales and Customer Service activities to meet budget targets and profitability levels and reinforce pool discipline with customers. 

  • Focus on  growth strategy supporting growth initiatives around 48x40 core business as well as LMS with a strong focus on daily operation expansion.

  • Complete and own joint customer business plans and ensure execution that will help grow and sustain existing business.

  • Responsible for revenue increase targets through lane expansion, supplier integration, pricing analysis and rate adjustments.

  • 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

  • Responsible for sales growth within the existing manufacturer territory (new business, lane expansion, competition conversions, supplier integration) and relevant and accurate management in Siebel.

  • Will be required to seek financial compensation for any pallet discrepancy and or seek payment for unpaid invoices from customers.

  • Leverage hunting practices, industry/market analysis, internal communication, external promotions and constant in-depth customer analysis to uncover revenue opportunities



  • Education: Bachelor Degree or College Diploma

  • 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


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


Language Required: English; Desired: 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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