CHEP helps move more goods to more people, in more places than any other organization on earth via our 347 million pallets, crates and containers. We employ approximately 13,000 people and operate in 60 countries. Through our pioneering and sustainable share-and-reuse business model, the world's biggest brands trust us to help them transport their goods more efficiently, safely and with less environmental impact.
What does that mean for you? You'll join an international organization big enough to take you anywhere, and small enough to get you there sooner. You'll help change how goods get to market and contribute to global sustainability. You'll be empowered to bring your authentic self to work and be surrounded by diverse and driven professionals. And you can maximize your work-life balance and flexibility through ourHybrid Work Model.
Job Description
Step into a fastpaced, customerfocused role where every interaction makes an impact! As part of our dynamic team, you'll be the goto expert supporting customers through inbound calls and emails-delivering solutions, building relationships, and creating standout experiences that set CHEP apart.
You'll own a defined customer portfolio, giving you a powerful platform to influence account performance and drive proactive, measurable results. This role is handson, strategic, and full of variety as you collaborate daily with teams across Finance, IS, Operations, Logistics, Asset Management, and Sales-gaining unmatched exposure across the business.
What makes this role exciting? You're not just responding to customers-you're building strong connections with key and seniorlevel contacts, identifying new opportunities, expanding services, and elevating customer satisfaction at every turn.
This position is a key growth engine for the organization. If you're energized by problemsolving, relationshipbuilding, and driving business impact, you'll thrive here-and so will your career.
Must be fluent in French & English for verbal and written communications
Key Responsibilities May Include:
• Monitor and manage account health by addressing key issues, ensuring timely and effective resolution.
• Analyze customer operational data, including cycle times and asset movements, implementing control measures to enhance accuracy and efficiency.
• Lead account reconciliation processes, conducting audits and ensuring data integrity across customer portfolios.
• Prepare, track, and communicate KPI reports, providing customers with actionable insights and performance metrics to drive informed decision-making.
• Identify opportunities for value creation, developing mutually beneficial solutions that optimize both customer satisfaction and company objectives.
• Resolve customer inquiries, including invoice disputes and operational challenges, by conducting root cause analysis and providing strategic recommendations for long-term improvements.
• Collaborate with internal teams (e.g., Sales, Supply Chain, Finance, IT) to deliver seamless account management and ensure alignment with broader business goals.
• Support the development and implementation of predictive metrics, partnering with business analytics teams to anticipate and address potential account health issues.
MUST be fluent in French & English
Major/Key Accountabilities
• Daily Tasks:
• Maintain customer contact to 100% of the territory at least 4 times per annum.
• Ensure customer loyalty and satisfaction as measured through NPS achieving the NPS target or any equivalent target used by the company.
• Monito and respond to customer inquiries regarding billing, transactions, and other topics related to account health via centralized inbound hub.
• Monitor account KPIs (Flow-Through Ratio, Cycle Time, Closing Balance) to detect and resolve account health problems.
• Take corrective action on pallet audits, negative E balances, late reporting, suspended transactions, unpaid invoices, CRM Service requests, etc.
• Support CHEP Health & Safety initiatives.
• Respond to and resolve any product or service quality related concerns.
• Educating the customers on best practices (consultative approach). Continue to improve processes and business for the benefit of the stakeholders.
• Increase Revenue Stream:
• Manage sales and customer service activities to meet budgeted revenue targets and profitability levels by reinforcing pool discipline with customers and actively seeking to close the gap on sales opportunities for all business units. Engage customers on Go To Market suite of solutions where opportunities exist.
• 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.
• Best Practices Implementation - Introduce new products and services, promote latest CHEP technology and adhere to all policies and processes. Implement CHEP Best Practices across customer-base. Promote self-service options available via Portfolio+Plus reporting portal.
• Account Health Monitoring - Maintain regular customer contact and timely replies to inquiries. Monitor and consistently action on stock balance reconciliation, negative stock balance prevention, suspended and unknown transaction coding, payment trend reduction, CRM service requests completion and more. Will be required to seek financial compensation for all pallet discrepancies and/or seek payment for unpaid invoices from customers.
• Drive Customer Satisfaction - Maintain relationships and service levels to ensure customer loyalty. Monitor and manage a customer territory with strong business knowledge and commitment to increasing customer satisfaction through anticipation of needs. Being able to analyse data in order to present a strong value proposition to the customer is a key attribute of this position.
• Promote Zero Harm - Support CHEP's numerous Health & Safety initiatives.
Qualifications
• Education: Bachelor's degree or College Diploma
• Bilingual: French & English
Experience
• 3-5 years Sales/Service experience in a service company
• Worked with financial measures and Key Performance Indicators
• Worked successfully in a matrix structure
• Customer account relationship management experience a must
• Ability to drive service quality resulting in greater and sustainable customer satisfaction
• Expertise in eliminating the waste in business processes by using six sigma / lean tools
Skills and Knowledge
Required
• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Outlook)
• Detail Oriented - ability to build, maintain, validate, and analyse, large amounts of data
• Excellent interpersonal and communication skills
Preferred
• Knowledge of Six Sigma/Lean methodologies
• Experience working with SAP
Objectif du poste
Travailler dans un environnement d'equipe pour gerer les demandes entrantes et fournir un soutien via un centre d'appels et des courriels centralises. L'equipe sera responsable d'un ensemble de clients pour des activites sortantes et des indicateurs proactifs de sante des comptes, representant des revenus annuels de 5 M$ a 8 M$. Ce role exige une comprehension approfondie et la capacite de collaborer quotidiennement avec diverses fonctions CHEP telles que la Finance, les Systemes d'information, les Operations, la Logistique, la Gestion des actifs et les Ventes. De plus, vous devrez etablir des interactions solides avec des contacts cles et de niveau superieur afin de stimuler les ventes et d'accroitre la satisfaction globale des clients pour divers services CHEP. Dans le cadre de notre plan strategique global, ce poste est concu comme un moteur cle de croissance et de generation d'opportunites au sein de l'entreprise.
Responsabilites principales
Taches quotidiennes :
• Maintenir un contact avec 100 % du territoire client au moins 4 fois par annee.
• Assurer la fidelite et la satisfaction des clients, mesurees par le NPS, en atteignant la cible NPS ou toute autre cible equivalente utilisee par l'entreprise.
• Surveiller et repondre aux demandes des clients concernant la facturation, les transactions et autres sujets lies a la sante des comptes via le centre d'appels centralise.
• Suivre les indicateurs de performance des comptes (ratio de flux, temps de cycle, solde de cloture) pour detecter et resoudre les problemes de sante des comptes.
• Prendre des mesures correctives concernant les audits de palettes, les soldes E negatifs, les rapports tardifs, les transactions suspendues, les factures impayees, les demandes de service CRM, etc.
• Soutenir les initiatives de sante et securite de CHEP.
• Repondre et resoudre toute preoccupation liee a la qualite des produits ou services.
• Eduquer les clients sur les meilleures pratiques (approche consultative). Continuer a ameliorer les processus et les activites pour le benefice des parties prenantes.
Augmenter les revenus :
• Gerer les activites de vente et de service a la clientele afin d'atteindre les objectifs budgetes de revenus et de rentabilite en renforcant la discipline du parc aupres des clients et en cherchant activement a combler les ecarts dans les opportunites de vente pour toutes les unites d'affaires. Engager les clients sur la suite de solutions Go To Market lorsque des opportunites existent.
• Responsable de surveiller et d'ameliorer les tendances de paiement des clients selon les modalites convenues de 30 jours nets. Surveiller et maintenir le DSO a ou en dessous des jours cibles, tel que mesure par les revenus en souffrance figurant dans les rapports mensuels d'anciennete et en reglant les soldes crediteurs.
• Mise en uvre des meilleures pratiques - Introduire de nouveaux produits et services, promouvoir la technologie CHEP la plus recente et respecter toutes les politiques et processus. Mettre en uvre les meilleures pratiques CHEP aupres de la clientele. Promouvoir les options libre-service disponibles via le portail de rapports Portfolio+Plus.
• Surveillance de la sante des comptes - Maintenir un contact regulier avec les clients et repondre rapidement aux demandes. Surveiller et agir de maniere constante sur la reconciliation des soldes de stock, la prevention des soldes negatifs, le codage des transactions suspendues et inconnues, la reduction des tendances de paiement, la realisation des demandes de service CRM, etc. Il sera necessaire de demander une compensation financiere pour toute divergence de palettes et/ou de reclamer le paiement des factures impayees aupres des clients.
• Stimuler la satisfaction des clients - Maintenir des relations et des niveaux de service pour assurer la fidelite des clients. Surveiller et gerer un territoire client avec une solide connaissance des affaires et un engagement a accroitre la satisfaction des clients en anticipant leurs besoins. La capacite d'analyser les donnees afin de presenter une proposition de valeur solide au client est un attribut cle de ce poste.
• Promouvoir le Zero dommage - Soutenir les nombreuses initiatives de sante et securite de CHEP.
Qualifications
Formation : Baccalaureat ou Diplome collegial
Bilingue : Francais et anglais
Experience
• 3 a 5 ans d'experience en vente/service dans une entreprise de services
• Experience avec des mesures financieres et des indicateurs de performance cles
• Experience reussie dans une structure matricielle
• Experience en gestion de relations avec des comptes clients (essentiel)
• Capacite a ameliorer la qualite du service pour une satisfaction client durable
• Expertise dans l'elimination des gaspillages dans les processus d'affaires en utilisant les outils Six Sigma / Lean
Competences et connaissances
Obligatoires :
• Maitrise de la suite Microsoft Office (Excel, PowerPoint, Outlook)
• Sens du detail - capacite a construire, maintenir, valider et analyser de grandes quantites de donnees
• Excellentes competences interpersonnelles et en communication
Souhaitees :
• Connaissance des methodologies Six Sigma / Lean
• Experience avec SAP
Remote Type
Hybrid Remote
Skills to succeed in the role
Account Management, Adaptability, Commercial Sustainability, Continuous Process Improvement, Customer Experience (CX), Customer Partnerships, Data Analytics, Data Storytelling, Digital Customer Solutions (Dcs), Empathy, Experimenting, Our Business, Problem Resolution, Root Cause Analysis (RCA), Taking Ownership, Teamwork, Understand Customers, Value Propositions
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 or CHEP representatives have scheduled interviews and offered fraudulent employment opportunities with the intent to commit identity theft or solicit money. Brambles and CHEP never conduct interviews via online chat or request 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.
