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.
Key Responsibilities May Include:
- Monitor and manage account health by addressing key issues, ensuring timely and effective resolution.
- Analyze customer operational data, including cycle times and asset movements, implementing control measures to enhance accuracy and efficiency.
- Lead account reconciliation processes, conducting audits and ensuring data integrity across customer portfolios.
- Prepare, track, and communicate KPI reports, providing customers with actionable insights and performance metrics to drive informed decision-making.
- Identify opportunities for value creation, developing mutually beneficial solutions that optimize both customer satisfaction and company objectives.
- Resolve customer inquiries, including invoice disputes and operational challenges, by conducting root cause analysis and providing strategic recommendations for long-term improvements.
- Collaborate with internal teams (e.g., Sales, Supply Chain, Finance, IT) to deliver seamless account management and ensure alignment with broader business goals.
- Support the development and implementation of predictive metrics, partnering with business analytics teams to anticipate and address potential account health issues
Position Purpose
- The Customer Experience Representative acts as the primary point of contact and subject matter expert for all customer needs. This role serves as a contact for customer cases and involves the ability to interpret customer needs and follow through to resolution. Each Customer Experience Representative 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 Experience Representative 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.
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
- Support Transaction Management corrections and research for stock balance accuracy
- Support customer account health across programs and systems, such as: SAP, Blue Yonder, FourKites, Salesforce, BlueView, myCHEP, BRIX, Power BI, Medallia
- 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
- Responsible for a portfolio of priority accounts for account monitoring and problem resolution
- 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
- Support customer engagement for Net Promoter Score
- Continuous process improvements for initiatives and programs
- Additional customer trainings and sharing of best practices as required
Measures
- In / Outbound Call and Email Monitoring
- Customer Satisfaction (customer effort and quarterly transactional surveys)
- Customer Account Monitoring & Asset Control Metrics
- Resolution time for customer issues within scope (Cases)
- Ensure activities supporting customers and internal partners are performed in line with Service Level Agreements
Authority/ Decision Making
- Working autonomously to manage Pallecon NA accounts
- Customer Dispute Resolution (credits / invoice adjustments / corrections) within authority matrix
Key contacts
Internal
- Sales, Account Management, Finance, Supply Chain & IT
External
- Customers
Qualifications
Essential Qualifications
Business related college degree or equivalent experience
Desirable Qualifications
Supply Chain / Logistics Qualification
Experience
- 3 – 5 Years Customer Service, Supply Chain or Account Management experience
Skills and Knowledge
- Technical user: SAP; Salesforce; BlueView, Blue Yonder; FourKites, MyCHEP, BRIX, PowerBI (will train)
- Strong Interpersonal & Communication skills
- Detail oriented with strong analytical skills
- High learning agility (complex programs and billing structures across multiple products)
- Ability to multi-task and effectively manage time and resources
- Intermediate MS Office skills (Outlook, Excel, Power Point)
- Knowledge of the manufacturer/retail industry & market, and supply chain
- Continuous improvement mindset
- Ability to work in a matrix environment
Languages
Essential
- English
Base pay range is $61,680 - $80,000 annually
Salary ranges provided take into account a wide variety of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications, geographic differentials and other business and organizational needs. Therefore, actual amounts offered may be higher or lower than the range provided. If you have questions, please speak to your Talent Acquisition Partner about the flexibility and detail of our compensation philosophy.
Depending on the position offered, other forms of compensation may be part of a total offering beyond medical & retirement benefits and may include other monetary incentives or business benefits.
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].
Skills Required
- Business related college degree or equivalent experience
- 3-5 years Customer Service, Supply Chain or Account Management experience
- Proficiency with SAP
- Proficiency with Salesforce
- Familiarity with BlueView, Blue Yonder, FourKites, myCHEP, BRIX, Power BI
- Experience with Medallia or NPS/customer feedback tools
- Intermediate Microsoft Office (Outlook, Excel, PowerPoint)
- Strong interpersonal and communication skills
- Detail oriented with strong analytical and root-cause analysis skills
- Supply Chain / Logistics qualification
- English language proficiency
CHEP Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about CHEP and has not been reviewed or approved by CHEP.
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Retirement Support — The 401(k) employer match is portrayed as competitive and supportive of long‑term savings. Retirement programs are frequently positioned as a strong part of the total rewards package.
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Equity Value & Accessibility — The Brambles MyShare plan offers company‑matched share purchases after a holding period, enhancing long‑term wealth potential. This structure can be particularly valuable for those planning to stay through the match cycle.
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Leave & Time Off Breadth — PTO, paid holidays, and paid volunteer time are consistently highlighted as strengths, with PTO often increasing with tenure. Time‑off programs are described as solid compared with typical offerings.
CHEP Insights
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.
