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Job ID #:6477
Position Type:Regular Full-Time
Experience Required:3 - 5 Years
Job Category:Customer Service
Location:Denver, CO US
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

Earning the right to grow the CHEP program through World Class Customer experience, retention, satisfaction and loyalty.  This position is responsible for managing CHEP assets for assigned high-volume MFG accounts through physical visits to customer locations and strategic alignment with CHEP commercial functions. Builds relationships with customer plant level contacts to understand the value drivers behind the customer’s supply chain. Main function is to deliver customer value on the program by delivering timely issue resolution and solutions that exceeds the customer’s needs.

 

Major/Key Accountabilities

  • Develops relationships as account’s single point of contact for the overall CHEP program including issue resolution, account health and supply chain initiatives by conducting regular Customer site visits meeting or exceeding their frequency of need.
  • Owns and maintains account health by ensuring the CHEP program and value is understood by the customer base and provides transparent timely feedback to the customer to ensure overall account health is achieved for each location in field territory.
  • Develops multi-tiered location-level relationships to resolve issues and deliver a consistent message to the customer on the CHEP Value proposition, and improving Customer Retention and Loyalty.
  • Drives issue resolution at location level working in conjunction with Orlando-based Customer Service teams and Sales Managers/ESM’s to proactively maintain account health & controls to an optimal level.
  • Resolves Aging and Disputed Accounts Receivables to achieve established DSO goals.
  • Ensures Customer alignment of the CHEP Pallet spec, thru Pallet Quest training, on-site quality audits and Pallet Handling training.
  • Resolves Customer Issues regarding Pallet Quality by bridging any perception gaps as well as refining pallet productivity with Application Engineering visits/Kaizen events/Innovation Center testing.
  • Works with Quality, Plant Operations, Transportation and Logistics teams to reduce product and service failures within their account base and to develop and deploy CPU, Green Lane and Cube Utilization opportunities.
  • Works with Sales to identify opportunities to expand current business by demonstrating cost savings and benefits of using CHEP to the Customer, including lane expansion, raw material integration, 1/2 pallets, heat-treated pallets, export opportunities, and multiple container solutions.
  • Works with Customer Service and Sales Managers to identify and execute customer specific supply chain savings initiatives that coordinate with strategic goals set by customer and CHEP commercial team.
  • Deliver year over year supply chain savings to assigned territory through customer specific project identification and execution.
  • Works directly with other Customer Service teams to ensure best practices are shared and deployed across the CHEP customer environment, ultimately improving both the Customer and Brambles Employee Satisfaction experience.
  • Adheres to and promotes the Zero Harm Culture ensuring all near-misses are entered on a timely basis.

Measures

  • Meet and exceed all agreed upon account health metrics specific to each customer’s needs
  • Audit variance as percent of total volume
  • Account Health Alert tool score
  • Customer Service Metrics & KPI score-carding
  • Account retention
  • Maximized NPS participation rate and score
  • Quality Mitigation/Service Request Resolution
  • Customer Value Tracker: documented savings and CHEP cost-to-serve reduction

 

Scope

Annual Revenue Budget: n/a

Countries : US

Number of Staff (direct): 0

Number of Staff (indirect): 0        

Total (FTE): 0

 

Authority/ Decision Making

Identify customer issues and drive to resolution

Can identify growth opportunities or commercial issues

 

Challenges

Effective communication of customer issues resulting in timely resolution

Increasing time spent with customers while minimizing travel costs

Partnering with office-based teams to interact with customers and resolve issues

 

Key contacts

Internal:

  • Extended Service, Sales, Quality and Customer Service Managers, Orlando-Based Customer Service, Logistics, Plant Operations, Credit Collections

External:             

  • Customer  plant location Influencers, End Users

 

Qualifications

Bachelor’s degree in Business or related field or equivalent job experience.

 

Experience

  • 3-5 years Customer Service exposure, preferably in the service industry.
  • 1-2 years prior CHEP experience preferred
  • Knowledge of key Operations, Logistics, Finance, Sales activities

 

Skills and Knowledge

  • Strong problem solving, organizational, decision-making, communication and presentation skills
  • Technology and system solutions savvy
  • Strong relationship building & interpersonal skills
  • Flexibility in a changing market and culture
  • Continuous improvement mindset
  • Customer Relationship Management utilizing Siebel
  • Demonstration and proven abilities working in a Matrix Environment
  • Intermediate MS Office skills (Outlook, Word, Excel, Power Point)

 

Languages

Required:            

  • English

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. www.chep.com/jobs EOE

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/CHEP/IFCO] representatives have scheduled interviews and offered fraudulent employment opportunities with the intent to commit identity theft or solicit money. [Brambles/CHEP/IFCO] never conducts interviews via online chat or requests 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 recruitment@brambles.com.

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