Job Description

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 worlds biggest brands trust us to help them transport their goods more efficiently, safely and with less environmental impact.What does that mean for you? Youll join an international organization big enough to take you anywhere, and small enough to get you there sooner. Youll help change how goods get to market and contribute to global sustainability. Youll 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 .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 to the customer is a key attribute of this position.
• Promote Zero Harm Support CHEPs numerous Health & Safety initiatives.

Qualifications

• Education: Bachelors degree or College Diploma

Experience

• 3-5 years Sales/Service experience in a service company
• Worked with financial measures and Key Performance Indicators
• Worked successfully in a matrix structure
• Customer account relationship management experience a must
• Ability to drive service quality resulting in greater and sustainable customer satisfaction
• Expertise in eliminating the waste in business processes by using six sigma / lean tools

Skills and KnowledgeRequired

• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Outlook)
• Detail Oriented ability to build, maintain, validate, and analyze, large amounts of data
• Excellent interpersonal and communication skills

Preferred

• Knowledge of Six Sigma/Lean methodologies
• Experience working with SAP

Languages Required

• English
• French

Fonctions du posteGxc3xa9rer en collaboration un territoire donnxc3xa9 d'environ 500 comptes. Ce rxc3xb4le nxc3xa9cessite une solide comprxc3xa9hension de diverses fonctions de CHEP, notamment Finances, Systxc3xa8mes d'information, Exploitation, Logistique, Gestion des actifs et Ventes, ainsi que la capacitxc3xa9 de travailler avec ces fonctions. En outre, le titulaire de ce poste doit xc3xaatre capable dxc3xa9tablir des relations solides avec les personnes clxc3xa9s et les cadres supxc3xa9rieurs des entreprises clientes afin d'augmenter les ventes et la satisfaction globale des clients envers les divers services de CHEP. Dans le cadre de notre plan stratxc3xa9gique global, ce poste se veut un important facteur de croissance et un gxc3xa9nxc3xa9rateur d'occasions pour l'entreprise.Principales responsabilitxc3xa9sTxc3xa2ches quotidiennes:Maintenir le contact client xc3xa0 100% du territoire au moins 4 fois par an.Assurer la fidxc3xa9litxc3xa9 et la satisfaction de la clientxc3xa8le mesurxc3xa9es par le NPS atteignant l'objectif NPS ou tout autre objectif xc3xa9quivalent utilisxc3xa9 par l'entreprise.Rxc3xa9pondre aux demandes des clients concernant la facturation, les transactions et d'autres sujets lixc3xa9s xc3xa0 la santxc3xa9 du compte.Surveiller les KPI du compte (ratio d'xc3xa9coulement, temps de cycle, solde de clxc3xb4ture) pour dxc3xa9tecter et rxc3xa9soudre les problxc3xa8mes de santxc3xa9 du compte.Prendre des mesures correctives sur les audits de palettes, les soldes E nxc3xa9gatifs, les rapports tardifs, les transactions suspendues, les factures impayxc3xa9es, les demandes de service CRM, etc.Soutenir les initiatives CHEP en matixc3xa8re de santxc3xa9 et de sxc3xa9curitxc3xa9.Rxc3xa9pondre et rxc3xa9soudre tout problxc3xa8me lixc3xa9 xc3xa0 la qualitxc3xa9 des produits ou des services.Sensibiliser les clients aux bonnes pratiques (approche consultative). Continuer xc3xa0 amxc3xa9liorer les processus et les activitxc3xa9s au profit des parties prenantes.Augmenter la source de revenus - Gxc3xa9rer les activitxc3xa9s du service des ventes et du service xc3xa0 la clientxc3xa8le pour atteindre les objectifs budgxc3xa9txc3xa9s en matixc3xa8re de revenus ainsi que les seuils de rentabilitxc3xa9 en insistant auprxc3xa8s des clients sur l'importance de respecter nos procxc3xa9dures et politiques et en cherchant activement xc3xa0 obtenir la totalitxc3xa9 du portefeuille des clients actuels pour toutes les unitxc3xa9s fonctionnelles. Susciter lintxc3xa9rxc3xaat des clients pour lxc3xa9ventail de solutions de mise en marchxc3xa9 lorsquil y a des occasions.Mise en oeuvre des meilleures pratiques - Lancer de nouveaux produits et services, faire la promotion des toutes dernixc3xa8res technologies de CHEP et respecter toutes les politiques et tous les processus. Appliquer les meilleures pratiques de CHEP pour toute la base de clients. Faire la promotion des options en libre-service offertes dans le portail de production de rapports MyCHEP.Surveillance de la santxc3xa9 des comptes - Garder un contact rxc3xa9gulier avec le client et rxc3xa9pondre aux demandes dans un dxc3xa9lai raisonnable. Surveiller le rapprochement des stocks et prendre des mesures en la matixc3xa8re, prxc3xa9venir les soldes de stocks nxc3xa9gatifs, coder les transactions suspendues et inconnues, rxc3xa9duire le cycle de paiement, complxc3xa9ter les demandes de service du logiciel de gestion des relations avec la clientxc3xa8le et plus. Devra demander une compensation financixc3xa8re pour tous les xc3xa9carts dans les quantitxc3xa9s de palettes et/ou obtenir un paiement pour les factures impayxc3xa9es des clients.Favoriser la satisfaction des clients - Maintenir des relations et des niveaux de service pour assurer la loyautxc3xa9 des clients. Surveiller et gxc3xa9rer un territoire de clients grxc3xa2ce xc3xa0 de solides connaissances commerciales et xc3xa0 un engagement xc3xa0 amxc3xa9liorer la satisfaction des clients en anticipant leurs besoins. La capacitxc3xa9 danalyser les donnxc3xa9es de manixc3xa8re xc3xa0 pouvoir prxc3xa9senter au client une solide proposition de valeur est un attribut essentiel de ce poste.Faire la promotion du Zxc3xa9ro dommage Soutenir les diffxc3xa9rentes initiatives de santxc3xa9 et sxc3xa9curitxc3xa9 de CHEP.Qualificationsxc3x89ducation : Baccalaurxc3xa9at ou xc3xa9quivalentLanguesRequis: Anglais et franxc3xa7aisRemote TypeHybrid RemoteWe are an Equal Opportunity Employer, and we are committed to developing a diverse workforce in which everyone is treated fairly, with respect, and has the opportunity to contribute to business success while realizing his or her potential. This means harnessing the unique skills and experience that each individual brings and we do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.Individuals fraudulently misrepresenting themselves as Brambles or CHEP representatives have scheduled interviews and offered fraudulent employment opportunities with the intent to commit identity theft or solicit money. Brambles and CHEP never conduct interviews via online chat or request money as a term of employment. If you have a question as to the legitimacy of an interview or job offer, please contact us at recruitment@brambles.com.

CHEP