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 Location:

This is a hybrid position that requires two in person days a week in our Orlando, FL office (7501 Greenbriar Pkwy, Orlando, FL 32819)

Position Purpose

Support a portfolio of National Accounts and/or small to medium accounts delivering consistent and exceptional value. Role requires balanced approach of strong data analysis and relationship management. Improve our customer satisfaction & loyalty within assigned portfolio as measured through annual NPS scores. Protect and develop customer relationships to enable account growth. Utilize advanced skills in account management, and time management to support all company and customer initiatives which include but are not limited to:

Manage account health by ensuring that Escrow, Negative balances, Suspended flows, Unknown and rejected movements are addressed in line with company policy and procedures

Customer cycle time analysis and implementation of control methodologies

Outbound/Inbound movement analysis and reconciliation support.

Implement, oversee, and support customer audit and reconciliation functions for assigned portfolio in order to maintain customer account integrity and support company policies & procedures.

This role requires a solid understanding of and the ability to work with a variety of CHEP functions such as Sales, Stock Management, Business Operations, Manufacturing/Retail Supply Chain, Information Systems, and Finance on a daily basis. Additionally, the ideal candidate will possess the ability to build strong customer relationships with key and senior level contacts in order to protect the business and increase overall customer satisfaction while enabling our sales team to grow the business.

Major/Key Accountabilities

Conduct business reviews, prepare and communicate periodic sector KPI reports/scorecards with customers; helping them compare their actual versus budgeted amounts, tracking progress accordingly highlighting and speaking to such things as:    

Accurate cycle time at customer locations

Audit count & Reconciliation

Negative account balances, Unknown/Suspended/ Rejected movements

Flow thru ratio analysis

Manage and resolve any invoice disputes

Identify value creation opportunities for customers within your portfolio creating win-win opportunities and partnership synergies

Monitor and consistently action on pallet audits, reconciliation, negative balances, suspended, unknowns, DSO, CRM Service requests, etc.

Audit CHEP equipment on rent, reconcile audits, and report back to clients on results in written format and collect compensation on lost assets

Educating the customers on best practices (consultative approach). Continue to improve processes and business for the benefit of the stakeholders

Responsible for customer relationship management, customer loyalty, as well as direct account health management for assigned account portfolio

Responsible for root cause analysis of account health drivers, leveraging creative problem solving to provide alternative solutions as necessary

Secure business success and sustainable growth by recognition, reconciliation, and communication of any potential asset or profitability risks as they may arise

Work cross-functionally to identify and analyze issue root causes and ensure resolution plans are executed to drive supply chain excellence. Develop cross functional relationship to help deliver consistent message to the customer on the CHEP customer value program

Work to proactively service customers by anticipating their needs using trends and knowledge of the customer’s supply chain. 

Partner with Business Analytics team to develop metrics and tools that drive predictive account health

Measures

Brambles Audit Compliance targets – 85% Closure & 85% Count Complete

Asset Risk: Asset Write Off Improvement YOY & Days to Reconcile Physical Inventory Counts

Account Health Metrics: Cycle Time, Flow Thru Ratio, Escrow aging, Declaration Days, Neg. Balance aging, Problematic Transaction aging

Ensure activities supporting customers and internal partners are performed in line with Service Level Agreements

Authority/ Decision Making

Working autonomously to manage account base

Loss Compensation Collection

Customer issue resolution

Analyze, validate, and resolve customer invoicing disputes

Process improvements and/or process design

Volume and/or revenue growth opportunity discovery

Key contacts

Sales, Customer Service Partners, Field Customer Service, Customer Engagement Center, Stock Management, Transaction Controls, Business Services, Credit & Collections

CHEP Customers, Third part counters

Qualifications                              

Bachelor’s Degree or equivalent

Supply chain / customer facing experience required

Able to work flexible hours

Experience

3-5 years Sales, Customer Service, Supply Chain, or Account Management experience

Skills and Knowledge

Customer-focused

Self-motivated and able to work independently

High Learning Agility - adaptability and flexibility while in a state of constant change

Superior analytical & problem-solving skills

Excellent communication skills

Strong relationship building skills

Continuous improvement mindset

Detail oriented, good data management skills

Ability to multi-task and effectively manage time and resources

Decision Quality - Ability to think outside the box to provide on-the-spot resolution

Approachable & likeable professional demeanour

Strong interpersonal skills, having demonstrated teamwork

Intermediate MS Office skills (Outlook, Excel, Power Point)

Demonstration and proven abilities working in a Matrix Environment

Strong understanding of Manufacturing and Retailer supply chains desirable

Technical User of BW, SAP, SalesForce, myCHEP, DQS, Power BI, Qlikview desirable

Preferred Education

Preferred Level of Work Experience

Remote Type

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 recruitment@brambles.com.