Customer Representative

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 issue

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Position Purpo

• seThe 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 inquires, drive self-adoption and critical issue resolutio
• n.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 stakeholder

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Major/Key Accountabilit

• iesActively managing inbound and outbound calls and emails to ensure all customer requests are actioned timeou
• slyResponsible 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 custom
• ersResponsible for proactively notifying customers of ‘at-risk’ deliveries or collections as identified by systems, carriers, and internal partners in a timely man
• nerEstablish and maintain effective relationships with customers, Logistics, Operations, Sales, Account Manag
• ersProviding logistics support and acting as liaison between the customer and Container Logistics for any e-loads (charges), delays or amendme
• ntsSupport Transaction Management corrections and research for stock balance accur
• acySupport customer account health across programs and systems, such as: SAP, Blue Yonder, FourKites, Salesforce, BlueView, myCHEP, BRIX, Power BI, Medal
• liaSupport the process of program implementation by proper customer education, tracking of KPIs, timely invoice payment, and establishment of relationsh
• ipsProviding program specific support to the Account Managers with regards to risk priorities and pro-active account monitor
• ingResponsible for a portfolio of priority accounts for account monitoring and problem resolut
• ionResolving of queries, discrepancies and disputes related to billing and providing support to Finance to ensure overdue accounts receivable is being addres
• sedLogging product, quality and service failures into Salesforce and escalating accordingly to Supply Chain for resolut
• ionPerform supplier maintenance tasks such as business reviews, account monitoring and problem resolut
• ionSupport customer engagement for Net Promoter Sc
• oreContinuous process improvements for initiatives and progr
• amsAdditional customer trainings and sharing of best practices as requi

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Experi

• ence3 – 5 Years Customer Service, Supply Chain or Account Management experi

ence
Skills and Know

• ledgeTechnical user: SAP; Salesforce; BlueView, Blue Yonder; FourKites, MyCHEP, BRIX, PowerBI (will t
• rain)Strong Interpersonal & Communication s
• killsDetail oriented with strong analytical s
• killsHigh learning agility (complex programs and billing structures across multiple prod
• ucts)Ability to multi-task and effectively manage time and reso
• urcesIntermediate MS Office skills (Outlook, Excel, Power P
• oint)Knowledge of the manufacturer/retail industry & market, and supply
• chainContinuous improvement mi
• ndsetAbility to work in a matrix enviro