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 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
This role requires a solid understanding of, and the ability to work with a variety of CHEP functions such as Finance, Operations, Logistics, Asset Management and Sales on a daily basis. The Customer Care Associate will help to service approx. 4000 customer accounts with a total annualized revenue ranging from $55M-$60M. They will be required to build strong customer interaction 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. In addition to this, our Customer Care Associates are the primary point of contact for CHEP customers regarding supply chain requirements. They are responsible for maximizing the customer experience through providing exceptional customer service This role requires a high level of expertise in relating to customers in a consultative capacity to proactively seek the best customer experience.
Major/Key Accountabilities
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Balancing network orders against customer demand and customer shipping requirements, and balance decision making considering inventory availability, plant capacity, transportation costs and customer requirements.
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Handle incoming calls and e-mails from customers to take orders, answer inquiries and questions troubleshoot problems and provide information.
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Attend mandatory training sessions to stay updated on product or company policy changes.
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Interface with both customers and carriers to ensure compliance and performance within assigned markets.
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Secure business success and sustainable growth by recognition and communication of any potential supply chain and/or order fulfilment conflicts affecting the customer.
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Identify, assess and take action to resolve order fulfilment risks including, but not limited to operational and inventory constraints, seasonal or promotional production variation, and transporter capacity to meet customer demand. Offer creative problem solving and alternative solutions.
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Establish and maintain effective relationships with CHEP departments such as Supply Chain, Demand Planning, Logistics, Finance, Operations, Customer Operations, and Sales to resolve issues affecting customer.
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Execute strategic logistical and equipment inventory controls through collaborative planning with customers. Drive innovation and continuous improvement to both internal and external supply chain partners.
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Supporting sales initiatives in order to expand the revenue performance of your territory.
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Provide the Perfect Trip, through ensuring CPU, delivery to, and collection of, equipment from Emitters and Distributors is executed in a timely and effective manner.
Key contacts
Internal
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Sales
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Customer Service
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Supply Chain
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Logistics/Planning
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Operations
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Finance
External
- CHEP Customers
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Logistic Providers/Vendors
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Operations Providers/Vendors
Qualifications
Bachelor’s Degree or equivalent supply chain / customer facing experience required
Able to work flexible hours
Experience
3-5 years Customer Service, Supply Chain
Skills and Knowledge
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Customer focused
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Outgoing and energetic attitude
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Good listening skills
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High level of professionalism
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Superior analytical abilities, self-motivated and able to work independently, detail oriented, excellent communication skills, good data management skills
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Professional Demeanour with Approachability and Likeability
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High Learning Agility - adaptability and flexibility while in a state of constant change
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Ability to multi-task and effectively manage time and resources
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Decision Quality - Ability to think outside the box to provide best solution for our customers
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Must be available to work some holidays
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Microsoft Office – Excel, Word, PowerPoint, Access, Outlook
Objectif du poste
Ce poste nécessite une excellente compréhension de plusieurs fonctions de CHEP, comme les finances, l’exploitation, la logistique, la gestion des actifs et les ventes et une collaboration quotidienne avec celles-ci. L’associé du service à la clientèle aidera à servir environ 4 000 comptes de clients dont les revenus annuels totalisent entre 55 et 60 millions de dollars. Le titulaire de ce poste devra établir d’excellentes relations avec les clients et améliorer la satisfaction des clients en général envers différents services de CHEP. Dans le cadre de notre plan stratégique général, ce poste est conçu comme étant un facteur de croissance et de création d’occasions dans l’entreprise. En outre, les associés du service à la clientèle sont le principal point de contact pour les clients de CHEP à l’égard des exigences en matière de chaîne d’approvisionnement. Ils sont responsables de maximiser l’expérience client en offrant un service à la clientèle exceptionnel. Ce poste nécessite une grande expertise en matière de services-conseils aux clients afin d’offrir la meilleure expérience client possible.
Principales responsabilités
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Établir un équilibre entre les commandes du réseau et les demandes et exigences d’expédition des clients, et équilibrer les prises de décisions en prenant en considération la disponibilité des stocks, la capacité des usines, les coûts de transport et les exigences des clients.
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Gérer les appels et les courriels des clients afin de prendre les commandes, de répondre aux demandes et aux questions, de résoudre les problèmes et de fournir de l’information.
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Assister aux séances de formation obligatoires pour rester au fait des changements apportés aux produits ou aux politiques.
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Interagir avec les clients et les transporteurs afin de veiller à la conformité et au rendement dans les marchés assignés.
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Veiller au succès et à la croissance durable de l’entreprise en cernant et en signalant les problèmes potentiels dans la chaîne d’approvisionnement ou avec le traitement des commandes touchant le client.
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Identifier, évaluer et corriger les risques pour l'exécution des commandes, y compris, mais sans s'y limiter, les contraintes liées aux opérations et aux stocks, les variations de production saisonnières ou promotionnelles et la capacité du transporteur de répondre à la demande du client. Résoudre les problèmes de manière créative et offrir de nouvelles solutions.
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Établir des relations efficaces avec les services de CHEP, comme la Chaîne d’approvisionnement, la Planification, la Logistique, les Finances, l’Exploitation, les Opérations des clients et les Ventes afin de résoudre les problèmes touchant les clients.
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Appliquer les mesures de contrôle logistique et d’inventaire d’équipement dans le cadre d’une planification collaborative avec les clients. Favoriser l’innovation et l’amélioration continue avec les partenaires internes et externes de la chaîne d’approvisionnement.
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Soutenir les initiatives de vente afin d’améliorer les revenus du territoire.
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Offrir le transport parfait en s’assurant que la cueillette par le client, la livraison et la cueillette de l’équipement des émetteurs et des distributeurs sont effectués de manière rapide et efficace.
Qualifications
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Baccalauréat ou expérience équivalente dans le domaine de la chaîne d’approvisionnement ou le service à la clientèle requis
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Souplesse quant à l’horaire
Expérience
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3 à 5 ans en service à la clientèle, chaîne d’approvisionnement
Compétences et connaissances
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Accent sur le client
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Attitude engageante et énergique
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Bonnes capacité d’écoute
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Haut niveau de professionnalisme
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Excellentes capacités d'analyses, autonomie et capacité de travailler de manière indépendante, minutie, excellentes capacités de communication, bonnes compétences en gestion de données
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Approche professionnelle, facile d'approche et sympathique
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Grande capacité d'apprentissage : peut s'adapter et fait preuve de souplesse dans un environnement en constante évolution
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Capacité d'assumer plusieurs tâches simultanément et de gérer efficacement son temps et ses ressources
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Qualité des décisions : peut sortir des sentiers battus pour offrir la meilleure solution pour nos clients
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Doit être disponible pour travailler certains jours fériés
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Microsoft Office : Excel, Word, PowerPoint, Access, Outlook
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].
What We Do
CHEP is a global leader in managed, returnable and reusable packaging solutions, serving many of the world's largest companies in sectors such as consumer goods, fresh produce, beverage and automotive. CHEP’s service is environmentally sustainable and increases efficiency for customers while reducing operating risk and product damage. CHEP’s 7,500-plus employees and 300 million pallets and containers offer unbeatable coverage and exceptional value, supporting more than 500,000 customer touch-points in 49 countries. Our customer portfolio includes global companies and brands such as Procter & Gamble, Sysco, Kellogg's, Kraft, Nestlé, Ford and GM. CHEP is part of Brambles Limited. For more information, visit www.chep.com.
Reliability. Flexibility. The success of your business depends on both. With CHEP, you can be confident that you’ll get the equipment you need, when and where you need it. Our scale is unmatched, with more than 110 million pallets and over 530 service centers across North America. So you no longer need to worry about seasonal peaks or unexpectedly high demand.
With our broad array of solutions and our pragmatic, roll-up-your-sleeves know-how, we give our consumer goods customers the platforms, the quality, the supply and the support they need to make more money on every unit load. Because everything just works better.
