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 our Hybrid Work Model.
Job Description
Key Responsibilities May Include:
- Lead the resolution of complex and critical customer inquiries, delivering first-level support and guiding customers through service solutions, system navigation, and business processes.
- Collaborate with internal stakeholders (e.g., Key Account Management, Finance, Operations) to troubleshoot and resolve customer issues, conducting root cause analysis and implementing long-term corrective actions.
- Oversee the resolution of billing disputes and discrepancies, ensuring accuracy in ERP systems and clear communication of outcomes to customers.
- Monitor customer account performance, utilizing control and financial reports to identify discrepancies, trends, and opportunities for process optimization.
- Maintain accurate customer records and service-related data within CRM systems, ensuring timely and accurate completion of tasks and adherence to key performance metrics.
- Support customer engagement initiatives by coaching team members, providing feedback, and fostering a positive customer experience through proactive communication and quality monitoring.
- Proactively manage high-priority issues related to service delivery and order fulfilment, working closely with internal teams such as Logistics and Operations to minimize impacts and keep customers informed.
- Contribute to continuous improvement efforts by identifying areas for operational enhancements, streamlining processes, and ensuring alignment with customer service best practices.
Major / Key Accountabilities
- Asset Movement & Control
- Monitor, track and control the transaction movement across all 3 Business segments.
- Prevent asset loss and analyze of Q stock at customer location utilization performance
- Prepare asset performance reports and provide recommendations for improvement.
- Transaction & Billing Accuracy
- Ensure accuracy of transaction data to support correct billing in line with hire agreements
- Support Invoice and Sundry Invoice creation
- Investigate or Reconciliation and Resolve invoice discrepancies in coordination with relevant internal teams
- Digital Customer Connect
- Promote and support myCHEP as the primary customer contact and transaction platform and future digital application changes
- Guide customers to raise cases correctly with accurate and complete information
- Track and Monitor cases progress and ensure resolution within agreed KPIs and SLAs
- Reduce manual and off-system requests by reinforcing digital precess discipline
- Stock Audit & On-site Service
- Plan and execute Stock Audits (Q-Stock) for hire and buffer accounts
- Conduct on-site support and asset verification at customer locations as required
- Review and evaluate supplier performance related to stock count activities
- Training & Customer Enablement
- Provide training and guidance to customers on equipment, processes and digital systems
- Enable new and existing customers to effectively perform self-service via myCHEP
- Act as a trusted advisor on system usage and best practices
- Customer Experience & Relationship Management
- Act as a Sigle Point of Contact for assigned customers, particularly small-size accounts
- Support customer meetings and discussions to resolve operational or system-related issues
- Build and maintain long-term customer relationships through proactive support
Remote Type
Hybrid Remote
Skills To Succeed In The Role
Adaptability, Building Rapport, Commercial Sustainability, Continuous Process Improvement, Customer Experience (CX), Customer-Support, Data Storytelling, Empathy, Experimenting, Our Business, Problem Resolution, Sales Communications, Taking Ownership, Teamwork, Understand Customers
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 [Confidential Information].
