Account Coordinator, Bilingual, 15-Month Contract

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

• Management of a given territory of approximately 500 accounts.  This role requires a solid understanding of, and the ability to work with a variety of CHEP functions such as Finance, Information Systems, Operations, Logistics, Asset Management and Sales on a daily basis.  In addition, you will be required to build strong customer interaction with key and senior level contacts in order to grow sales and increase overall customer satisfaction for various CHEP services.  As part of our overall strategic plan this position is designed as a key driver of growth and opportunity generation within the business.

Major/Key Accountabilities

• Daily Tasks:
  • Maintain customer contact to 100% of the territory at least 4 times per annum.
  • Ensure customer loyalty and satisfaction as measured through NPS achieving the NPS target or any equivalent target used by the company.
  • Respond to customer inquiries regarding billing, transactions, and other topics related to account health.
  • Monitor account KPIs (Flow-Through Ratio, Cycle Time, Closing Balance) to detect and resolve account health problems.
  • Take corrective action on pallet audits, negative E balances, late reporting, suspended transactions, unpaid invoices, CRM Service requests, etc.
  • Support CHEP Health & Safety initiatives.
  • Respond to and resolve any product or service quality related concerns.
  • Educating the customers on best practices (consultative approach). Continue to improve processes and business for the benefit of the stakeholders.

• Increase Revenue Stream:
  • Manage sales and customer service activities to meet budgeted revenue targets and profitability levels by reinforcing pool discipline with customers and actively seeking to close the gap on sales opportunities for all business units. Engage customers on Go To Market suite of solutions where opportunities exist. 
  • Responsible to monitor and improve the payment trends of the customers per agreed net 30-day payment terms. Monitoring and maintaining DSO at or below target days as measured through the revenue outstanding appearing on the monthly aging reports and clearing credit balances.

• Best Practices Implementation – Introduce new products and services, promote latest CHEP technology and adhere to all policies and processes.  Implement CHEP Best Practices across customer-base.  Promote self-service options available via Portfolio+Plus reporting portal.
• Account Health Monitoring – Maintain regular customer contact and timely replies to inquiries.  Monitor and consistently action on stock balance reconciliation, negative stock balance prevention, suspended and unknown transaction coding, payment trend reduction, CRM service requests completion and more.  Will be required to seek financial compensation for all pallet discrepancies and/or seek payment for unpaid invoices from customers.
• Drive Customer Satisfaction – Maintain relationships and service levels to ensure customer loyalty.  Monitor and manage a customer territory with strong business knowledge and commitment to increasing customer satisfaction through anticipation of needs.  Being able to analyze data in order to present a strong value proposition