European Key Accounts Administration Specialist and Business Liaison

CHEP helps move more goods to more people, in more places than any other organization on earth via our 300 million pallets, crates and containers. We employ 11,000 people and operate in more than 55 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

Position Purpose

The role of European Key Accounts (EKA) Administration Specialist & Business Liaison is to provide back-office support to the EKA central team and the wider EKA community for the management of our most strategic customers across CHEP Europe.

This role provides a high level of complex problem solving, proactive support, and some initiative coordination. The role involves collaboration, teamwork, stakeholder coordination and communication to provide an effective resolution in a timely manner and drive improvements in customer experience that are focused on insights, solutions, and creating/delivering value.

The role involves working closely with Business Development Managers (BDMs) and is focused on general administration (e.g. contract maintenance, invoicing or reporting queries), process improvement and business liaison activities for the EKA community.

Key Accountabilities

• Act as a Business Partner for the EKA Customer Management teams and Central Support functions, working closely together to ensure our Master Data integrity and customer “Account Health” at European level (systems compliance with agreed Terms & Conditions, timely updates to account structures, payment terms, Purchase Orders (POs), etc.)

• Leverage technical and system expertise to take preventive action to protect our revenue and cash and ensure that customer satisfaction is maximized

• Provide reactive and proactive support and guidance to our pan-European customer contacts in any contract compliance- account maintenance-related, pricing, invoicing, or reporting queries; react positively to problems identified and undertake root cause analysis

• Contribute to secure the integrity of our EDI invoicing services

• Support on team’s tasks including the documentation of internal processes, the maintenance of third-party customer invoice portals, contract storage, customer sites maintenance, delivery of standard customer Key Performance Indicator reports and ad hoc reports, etc.

• Identify best practices and areas of potential improvement in terms of Risk and Compliance or operational efficiencies, apply standardisation, simplification, and automation where possible in the support we provide

• Support the department’s Process Improvement team in understanding our strategic customer needs, work cooperatively with the department and the customers, within the Customer Experience Programme framework, to support the design and implementation of best-in-class solutions, improving both customer experience and productivity in our area (project example: service offer in relation to third-party customer invoice portals)

• Participate in customer retention initiatives as needed

Experience

• Minimum 3-5 years’ experience in a pan-European organisation

• A minimum of 2 years ‘experience in a customer support role

• Strong analytical background

• Experience in dealing with complex customer queries

• Ability to work autonomously and as part of a team

• Stakeholder Management

• Project Management