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Job ID #:6607
Position Type:Regular Full-Time
Experience Required:3 - 5 Years
Job Category:Customer Service
Location:Philadelphia, PA 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, customer retention, customer satisfaction.  This position is responsible for managing CHEP assets for assigned 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, relationship building and solutions and services that meet the customer’s needs.

 

Scope

  • Number of Countries: USA

 

Major/Key Accountabilities

  • Develops relationships as location’s single point of contact for CHEP program and supply chain initiatives by conducting on site visits at the customer’s locations on established call frequency.

  • Completes a minimum of 7 customer visits per week.

  • Maintains account health by ensuring the CHEP value is understood by the customer base and provides transparent timely feedback to the customer to ensure the program value is achieved for each location in account portfolio.

  • Works with Retail Directors and Strategic account teams to develop and implement customer specific supply chain savings initiatives that coordinate with strategic goals set by customer and CHEP commercial team.

  • Proactively manage asset productivity initiatives such as damage rate reduction and reuse programs.

  • Responsible for developing unique customer centric control plans for each customer location to ensure that customer loyalty drivers and Life cycle touch points are resolved in a timely manner.

  • Develops cross functional relationship to help deliver consistent message to the customer on the CHEP customer value program and integrate the value program into account base.

  • Works directly with other Customer Service teams to ensure best practices are shared and deployed across the CHEP customer environment.

  • Works with Retail Operations to identify and communicate location-specific opportunities to expand current business by demonstrating cost savings and benefits of using CHEP within the supply chain.

  • Drives issue resolution at location level working directly with Orlando-based support teams to proactively maintain account health & controls

  • Works with Operations and Logistics to reduce product and service failures within their account base and to develop and deploy CPU and cube utilization opportunities.

 

Measures

  • Meet and exceed all agreed upon account health metrics specific to each customer’s needs

  • Customer-specified metrics & KPIs

  • GLID-level Strategic Supply Chain Improvement and Cost to Service Reduction Efforts Maximized NPS participation rate and Loyalty performance

  • Audit variance as percent of total volume

 

Authority/ Decision Making

  • Identify customer issues and drive to resolution

  • Can identify growth opportunities or commercial issues

 

Key contacts

Internal:              

  • All Retail Supply Chain Solutions

  • Customer Service Team (Orlando-Based)

  • Logistics

  • Operations

External:

  • Customer plant locations influencers and 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

  • 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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