Account Coordinator, Bilingual

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 to the customer is a key attribute of this position.
• Promote Zero Harm – Support CHEP’s numerous Health & Safety initiatives.

Qualifications

• Education: Bachelor’s 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 Knowledge

Required

• 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 poste

Gérer en collaboration un territoire donné d'environ 500 comptes. Ce rôle nécessite une solide compréhension de diverses fonctions de CHEP, notamment Finances, Systèmes d'information, Exploitation, Logistique, Gestion des actifs et Ventes, ainsi que la capacité de travailler avec ces fonctions. En outre, le titulaire de ce poste doit être capable d’établir des relations solides avec les personnes clés et les cadres supérieurs 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 stratégique global, ce poste se veut un important facteur de croissance et un générateur d'occasions pour l'entreprise.

Principales responsabilités

Tâches quotidiennes:

• Maintenir le contact client à 100% du territoire au moins 4 fois par an.

• Assurer la fidélité et la satisfaction de la clientèle mesurées par le NPS atteignant l'objectif NPS ou tout autre objectif équivalent utilisé par l'entreprise.

• Répondre aux demandes des clients concernant la facturation, les transactions et d'autres sujets liés à la santé du compte.

• Surveiller les KPI du compte (ratio d'écoulement, temps de cycle, solde de clôture) pour détecter et résoudre les problèmes de santé du compte.

• Prendre des mesures correctives sur les audits de palettes, les soldes E négatifs, les rapports tardifs, les transactions suspendues, les factures impayées, les demandes de service CRM, etc.

• Soutenir les initiatives CHEP en matière de santé et de sécurité.

• Répondre et résoudre tout problème lié à la qualité des produits ou des services.

• Sensibiliser les clients aux bonnes pratiques (approche consultative). Continuer à améliorer les processus et les activités au profit des parties prenantes.

Augmenter la source de revenus - Gérer les activités du service des ventes et du service à la clientèle pour atteindre les objectifs budgétés en matière de revenus ainsi que les seuils de rentabilité en insistant auprès des clients sur l'importance de respecter nos procédures et politiques et en cherchant activement à obtenir la totalité du portefeuille des clients actuels pour toutes les unités fonctionnelles. Susciter l’intérêt des clients pour l’éventail de solutions de mise en marché lorsqu’il y a des occasions.

Mise en oeuvre des meilleures pratiques - Lancer de nouveaux produits et services, faire la promotion des toutes dernières 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 santé des comptes - Garder un contact régulier avec le client et répondre aux demandes dans un délai raisonnable. Surveiller le rapprochement des stocks et prendre des mesures en la matière, prévenir les soldes de stocks négatifs, coder les transactions suspendues et inconnues, réduire le cycle de paiement, compléter les demandes de service du logiciel de gestion des relations avec la clientèle et plus. Devra demander une compensation financière pour tous les écarts dans les quantités de palettes et/ou obtenir un paiement pour les factures impayées des clients.

Favoriser la satisfaction des clients - Maintenir des relations et des niveaux de service pour assurer la loyauté des clients. Surveiller et gérer un territoire de clients grâce à de solides connaissances commerciales et à un engagement à améliorer la satisfaction des clients en anticipant leurs besoins. La capacité d’analyser les données de manière à pouvoir présenter au client une solide proposition de valeur est un attribut essentiel de ce poste.

Faire la promotion du Zéro dommage – Soutenir les différentes initiatives de santé et sécurité de CHEP.

Qualifications

Éducation : Baccalauréat ou équivalent

Langues

Requis: Anglais et français

Preferred Education

Bachelors

Preferred Level of Work Experience

3 - 5 years

Remote Type

Hybrid Remote

We 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 [email protected].