Customer Experience Representative

Customer Experience Representative

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

Are you ready to take on a dynamic role that puts you at the heart of customer success? As a Customer Experience Representative at CHEP, you'll be the primary point of contact for a portfolio of customer accounts, delivering exceptional service. This position combines problem-solving, collaboration, and strategic thinking as you guide customers through solutions, resolve inquiries, and drive continuous improvement. If you're passionate about creating outstanding customer experiences and thrive in a fast-paced environment, this is your opportunity to make an impact!

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

Position Purpose

• The Customer Experience Representative acts as the primary point of contact and subject matter expert for all customer needs. This role serves as a contact for customer cases and involves the ability to interpret customer needs and follow through to resolution. 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 inquiries, drive self-adoption and critical issue resolution.
• This role requires a high level of expertise relating to customers in a consultative capacity to proactively identify account health related issues and seeking the best customer experience, with a strong drive for results. The Customer Experience Representative needs to develop close relationships and work effectively with customers, vendors, and internal partners to resolve situations, identify solutions, and facilitate thorough communication between all affected stakeholders.

Major/Key Accountabilities

• Actively managing inbound and outbound calls and emails to ensure all customer requests are actioned timeously
• Responsible for autonomously managing the daily funnel of urgent fulfillment-related issues within the assigned region, partnering with CHEP Logistics and carrier partners to mitigate the impact of issues and communicate thoroughly to customers
• Responsible for proactively notifying customers of 'at-risk' deliveries or collections as identified by systems, carriers, and internal partners in a timely manner
• Establish and maintain effective relationships with customers, Logistics, Operations, Sales, Account Managers
• Providing logistics support and acting as liaison between the customer and Container Logistics for any e-loads (charges), delays or amendments
• Support Transaction Management corrections and research for stock balance accuracy
• Support customer account health across programs and systems, such as: SAP, Blue Yonder, FourKites, Salesforce, BlueView, myCHEP, BRIX, Power BI, Medallia
• Support the process of program implementation by proper customer education, tracking of KPIs, timely invoice payment, and establishment of relationships
• Providing program specific support to the Account Managers with regards to risk priorities and pro-active account monitoring
• Responsible for a portfolio of priority accounts for account monitoring and problem resolution
• Resolving of queries, discrepancies and disputes related to billing and providing support to Finance to ensure overdue accounts receivable is being addressed
• Logging product, quality and service failures into Salesforce and escalating accordingly to Supply Chain for resolution
• Perform supplier maintenance tasks such as business reviews, account monitoring and problem resolution
• Support customer engagement for Net Promoter Score
• Continuous process improvements for initiatives and programs
• Additional customer trainings and sharing of best practices as required

Measures

• In / Outbound Call and Email Monitoring
• Customer Satisfaction (customer effort and quarterly transactional surveys)
• Customer Account Monitoring & Asset Control Metrics
• Resolution time for customer issues within scope (Cases)
• Ensure activities supporting customers and internal partners are performed in line with Service Level Agreements

Authority/ Decision Making

• Working autonomously to manage Pallecon NA accounts
• Customer Dispute Resolution (credits / invoice adjustments / corrections) within authority matrix

Key contacts

Internal

• Sales, Account Management, Finance, Supply Chain & IT

External

• Customers

Qualifications

Essential Qualifications

Business related college degree or equivalent experience

Desirable Qualifications

Supply Chain / Logistics Qualification

Experience

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

Skills and Knowledge

• Technical user: SAP; Salesforce; BlueView, Blue Yonder; FourKites, MyCHEP, BRIX, PowerBI (will train)
• Strong Interpersonal & Communication skills
• Detail oriented with strong analytical skills
• High learning agility (complex programs and billing structures across multiple products)
• Ability to multi-task and effectively manage time and resources
• Intermediate MS Office skills (Outlook, Excel, Power Point)
• Knowledge of the manufacturer/retail industry & market, and supply chain
• Continuous improvement mindset
• Ability to work in a matrix environment

Languages

Essential

• English

Base pay range is $61,680 - $80,000 annually

Salary ranges provided take into account a wide variety of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications, geographic differentials and other business and organizational needs. Therefore, actual amounts offered may be higher or lower than the range provided. If you have questions, please speak to your Talent Acquisition Partner about the flexibility and detail of our compensation philosophy.

Depending on the position offered, other forms of compensation may be part of a total offering beyond medical & retirement benefits and may include other monetary incentives or business benefits.

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