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Job ID #:6900
Position Type:Regular Full-Time
Experience Required:1 - 3 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

Inside Sales Support Representatives are responsible for maximizing the customer experience through the ensuring of account health in close collaboration with both internal and external customers.

This role requires a high level of expertise in relating to customers in a consultative capacity to proactively seek the best customer experience.

Scope

Number of Countries: 1

Number of Locations: Variable depending on customer base


Major/Key Accountabilities

Autonomous Account Management Issue Resolution:

•Responsible for customer relationship management, customer loyalty, as well as direct account health management for assigned account base or specialized function. 

•Identify, assess and take action to resolve account health risks including, but not limited to transactional errors, invoice discrepancies, negative pallet balances, rental escrow days, timely customer declarations and customer use of CHEP’s web based portal and EDI. 

•Responsible for root cause analysis of account health drivers and working closely with the Sales teams to drive growth and customer issue resolution. Offer creative problem solving and alternative solutions.

•Initiate customer contact to resolve asset management issues and drive account health in a timely and proactive manner.  Resolve Customer issues on daily basis and provide timely feedback to customer.

•Initiate “Smart Service” to proactively service customers by anticipating their needs using data trends and knowledge of the customer’s supply chain. 

•Initiate and/or lead cross-functional teams to identify and analyze root cause and ensure resolution plans are executed to drive supply chain excellence. Develop cross functional relationship to help deliver consistent message to the customer on the CHEP customer value program.

•Secure business success and sustainable growth by recognition, reconciliation, and communication of any potential supply chain and/or account health conflicts affecting the customer.

•Partner with Business Analytics team to develop metrics and tools that drive predictive account health.

 
Measures

•Customer Satisfaction (Net Promoter Score, Customer Effort, First Contact Issue Resolution)

•Account Health Metrics (Account Health Alert Tool, Late Reporting Monitor, Stock Balance Monitor)

•Days to Reconcile physical inventory counts and Lowered asset write off YOY for CHEP USA business

•Ensure activities supporting customers and internal partners are performed in line with Service Level Agreements, i.e, Abandonment Rate

 

Authority/ Decision Making

•Working autonomously to manage account base or specialized functions

•Customer problem resolution

•Analyze and Validate Customer Invoicing Adjustments

•Process Improvements and/or Process Design

•Sales Growth opportunity discovery

 

Key contacts

Internal:              

Sales

Customer Service

Transaction Management

Logistics

Operations

Master Data

Credit & Collections

External:             

CHEP Customers

 

Qualifications

Bachelor’s Degree or equivalent supply chain / customer facing experience required

 
Desirable Qualifications:

Able to work flexible hours


Experience

•3-5 years Customer Service, Supply Chain, or Account Management experience


Skills and Knowledge

•Customer Focused

•Strong understanding of Manufacturing and Retailer supply chains

•Superior analytical abilities

•Self-motivated and able to work independently

•Detail oriented, good data management skills

•Excellent communication skills

•Ability to multi-task and effectively manage time and resources

•Strong problem solving skills

•Decision Quality - Ability to think outside the box to provide first contact/call resolution

•Professional Demeanour with Approachability and Likeability

•Strong relationship building & interpersonal skills, Demonstrated Teamwork skills

•High Learning Agility - adaptability and flexibility while in a state of constant change

•Extensive knowledge of CHEP departmental responsibilities

•Technical User of BW, SAP, Siebel, Portfolio Plus

•Intermediate MS Office skills (Outlook, Word, Excel, Power Point)

•Demonstration and proven abilities working in a Matrix Environment

•Continuous improvement mindset

Languages

Essential:

English 

Desirable:

Spanish

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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