Customer Relationship Coordinator

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 Customer Relationship Coordinator acts as the primary point of contact and subject matter expert for all customer needs. This role serves as a contact for customer service requests and involves the ability to interpret customer needs and follow through to resolution. Each Customer Relationship Coordinator 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 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 Relationship Coordinator 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.

Scope

• Number of Countries: 3 (US, Canada, Mexico)
• Number of Locations: 800+ Supplier Locations

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 fulfilment-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.
• Responsible for optimal customer account health across programs and systems (SAP, Blue Yonder, FourKites, Salesforce, BlueView, myCHEP, BRIX, PowerBI)
• 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
• 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
• Additional customer trainings and sharing of best practices as required.
• Hybrid/Remote attendance which includes working up to (2) days in the office on a weekly basis

Measures

• Inbound / Outbound Call and Email Monitoring
• Customer Satisfaction (customer effort and quarterly transactional surveys)
• Customer Account Monitoring & Asset Control Metrics
• Resolution time for customer cases within scop