CHEP
Customer Experience Representative
Orlando, Florida, USA · Mid
Sponsorship not specified$62k-$80kDetected 30 days ago
Data AnalysisData VisualizationSalesforceAccount ManagementOutbound SalesExcelSAPSupply ChainLogisticsProcess ImprovementRecruitingCustomer SuccessCustomer SupportResearchCommunicationCollaborationProblem SolvingAdaptabilityMicrosoft OfficeAccounts Payable
About the role
- 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.
Responsibilities
- Lead account reconciliation processes, conducting audits and ensuring data integrity across customer portfolios.
- Identify opportunities for value creation, developing mutually beneficial solutions that optimize both customer satisfaction and company objectives.
- Collaborate with internal teams (e.g., Sales, Supply Chain, Finance, IT) to deliver seamless account management and ensure alignment with broader business goals.
- Providing logistics support and acting as liaison between the customer and Container Logistics for any e-loads (charges), delays or amendments
- Providing program specific support to the Account Managers with regards to risk priorities and pro-active account monitoring
- Resolving of queries, discrepancies and disputes related to billing and providing support to Finance to ensure overdue accounts receivable is being addressed
- Perform supplier maintenance tasks such as business reviews, account monitoring and problem resolution
- Support customer engagement for Net Promoter Score
- Prepare, track, and communicate KPI reports, providing customers with actionable insights and performance metrics to drive informed decision-making.
- Responsible for proactively notifying customers of 'at-risk' deliveries or collections as identified by systems, carriers, and internal partners in a timely manner
Requirements
- Business related college degree or equivalent experience
- 5 Years Customer Service, Supply Chain or Account Management experience
- Knowledge of the manufacturer/retail industry & market, and supply chain
- Ability to work in a matrix environment
- experience and training
Skills
- Brambles and CHEP never conduct interviews via online chat or request money as a term of employment.
Compensation
- Base pay range is $61,680 - $80,000 annually
Benefits
- Monitor and manage account health by addressing key issues, ensuring timely and effective resolution.
- Support the development and implementation of predictive metrics, partnering with business analytics teams to anticipate and address potential account health issues
- Support Transaction Management corrections and research for stock balance accuracy
- Support the process of program implementation by proper customer education, tracking of KPIs, timely invoice payment, and establishment of relationships
Company info
- Each Customer Experience Representative will support customers via phone and mailbox and will own the funnel of customer-facing activities related to emergency order fulfillment, issue/collection creation, invoice inquires, drive self-adoption and critical issue resolution.
- Responsible for autonomously managing the daily funnel of urgent fulfilment-related issues within the assigned region, partnering with CHEP Logistics and carrier partners to mitigate the impact of issues and communicate thoroughly to customers
This listing is sourced directly from CHEP's careers page and normalized into a canonical job model.