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Job ID #:6833
Position Type:Regular Full-Time
Experience Required:5 - 7 Years
Job Category:Customer Service
Location:Orlando, FL 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

This role owns the account health responsibility for our highly strategic retail customers.  This senior position is also responsible for taking on a leadership role within the team that includes team training, department projects and team efficiency improvements.  This role is accountable for ensuring the assigned customer base’s inbound and outbound reporting is accuracy and timely, that their overall account health metrics are within acceptable ranges.  This role will also own the entire audit process for these strategic accounts from cradle to grave (at least 120 days prior to scheduled audit to completion if not year-round) all within the defined metrics and SLA’s. This position will also be required to partner and manage the relationship with key audit contacts at the customer locations as well with field staff and internal departments.  The execution of tasks will result in a reduction in IPEP costs, improved asset controls, NPS score improvements over the assigned account base, and process improvements internally and externally.


Major/Key Accountabilities

  • Autonomous Account management issue resolution for assigned account base.

  • Team Lead in regards to process, training, and 3rd party count planning and execution.

  • Responsible for scheduling of audit dates, execution of entire audit process with guidance from Project Manager and Sales, reconciliation of physical count/stock balance variations, and tasked with assisting sales to finalize and close out the audit in a timely manner.

  • Take the lead on identifying, correcting and resolving account health issues for assigned retail customers that include but not limited to: stock balance issues, inbound and outbound reporting/Portfolio issues, and providing timely feedback to customer.

  • Resolves Customer issues that impact their audit result through utilization of independent research, customer assistance or working cross-functionally with field or in-house teams to ensure timely resolution.

  • Develop working strategy for each assigned affiliation based on needs and past history to drive process improvements internally and at the customer level.

  • Partner with Sales, Field Asset Productivity Team, Stock Management and all relative teams to collaboratively improve work flow, customer engagement, and perform root cause analysis that will ultimately minimize the loss of assets, improve velocity and decrease damage.

  • From 120 days out from scheduled audit; maintain direct contact with assigned customer base to resolve outstanding account issues and account health maintenance from cradle to grave.

  • Works to complete ad hoc assignments as directed by Manager.


  • Issue resolution metrics to be met or exceed set SLAs

  • YoY IPEP reduction for assigned affiliations

  • NPS improvement with assigned affiliations

  • Improved asset productivity metrics for assigned affiliations


Authority/ Decision Making

  • Customer issue resolution

  • Transaction correction and reversals

  • Customer training needs

  • Bulk transfer review, creation and submission

  • Customer Interaction

  • Growth opportunity discovery



  • Frustrated customer issue resolutions

  • Multi-tasking and competing priorities

  • Working with dispersed field based teams and cross functional communication

  • Working across time zones and cultures

  • Authority matrix approvals


Key contacts Internal

Sales, Retail Asset Productivity Field Team, Extended Services, Voice of Customer, Transaction Management, Logistics, Operations, Master Data, and CHEP Recycled


Key contacts External

Retail Customer Affiliations

3rd Party Counting (WIS, Driveline)



  • Bachelor’s degree in business or related field, or equivalent job experience

  • Desired Qualifications: MBA



  • 3-5 years CHEP experience in Sales or Customer Operations

  • 5-8 years account management or customer service experience

  • Analytical / Problem Solving / Trend analysis

  • Reconciliation Calculation Expertise (In-Transits)

  • Knowledge of CHEP Invoicing / Transaction Management / Stock Management

  • Bulk Transfers, Audit Adjustments, Declaration Processing


Skills and Knowledge

  • Expert User of BW, SAP, Siebel, Portfolio Plus, Blueview

  • Expert understanding of retail supply chains

  • Expert organizational, communication and problem solving skills

  • Control / Risk Assessment Expertise – ECAP Certified

  • Complex problem solving skills coupled with excellent interpersonal skills

  • Ability to multi-task and effectively prioritize in a fast-paced and dynamic environment

  • Ability to work independently and as a self-starter


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. 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

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