TEMS Administrator - FTC

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

For a CHEP Expert to Administer, manage and control all CHEP and/or customer owned equipment at the customer premises resulting in:

- Savings realized by customers

- Reduced HP/Reduced Ave Vol on Hire

- Reduced losses due to improved controls

Major/Key Accountabilities

The Customer Service ethos is to provide a high quality, first point of contact account management service to the customer.  This individual will work cross functionally, developing effective working relationships to ensure customer queries are resolved and the customer account is efficiently managed which will facilitate customer loyalty and high levels of customer satisfaction.  This role suits individuals who have strong interpersonal skills with the ability to build excellent customer relationships. Candidates who are focused on delivering service excellence, problems solving and have a real interest in getting things right for the customer will thrive in this role.

Responsibilities include:

• General administration and customer account processing and reconciliations (query resolution process), inclusive of Debit Authorisations, THAAs
• Processing of customer transfer hire notes
• Reconciliation of accounts and controlling of equipment
• Manage 1-4-1 Exchanges
• Conducting Daily/Weekly/Monthly/Quarterly stock counts
• Conducting health checks and providing feedback to the relevant clients and staff (if applicable)
• Investigation and resolving credit equipment balances
• Investigation and resolving suspended movements
• Investigate and resolve queries from the customers supply chain partners
• Ordering of stock
• Arranging transport – Sending transport schedule daily to logistics
• Weekly/Monthly Reporting – Customer & Internal Reporting
• Logging Collection / Return orders when needed.
• Regular plant sweeps to identify misuse of CHEP equipment
• Equipment quality check – Reporting damages
• Demand planning vs Forecast and Collection
• Maintaining a strong relationship with the customer through query resolution and proactive identification of potential issues.
• Identification of new conversion opportunities to increase CHEP overall integration into customer supply chain
• Compiling and Presenting Key Performance Indicator reporting for customer and internal management
• Log necessary escalations to the business via Sales Force
• Logging of necessary activities and Service Requests in Sales Force
• Any adhoc tasks as requested by management

• Operational duties: (If Applicable)
• Forklift duties
• Loading and offloading of vehicles when required
• Assembling bins and prepping them for production
• Any other ADHOC requirements per site as per agreed SLA for example: packaging specification updates, additional reporting, etc

Measures

• Customer Satisfaction
• Improvements suggested and implemented
• Maintaining service level as per agreed SLA
• Reduction in Losses/Compensations
• RHP
• FTR
• EMS

Scope

Complete Equipment Management Solution for the customer

Authority/ Decision Making

• Decisions supporting the resolution of customer queries and investigations
• Authority to make recommendations to customers
• Financial and transactional approvals as per global authorisation matrix

Challenges

• Ability to function autonomously with limited access to immediate manager.
• Resolving difficult and complex queries
• Dealing with difficult customers
• Delivering high quality customer service at all times
• Exceeding customer expectations
• Managing and delivering on agreed SLA’s

Key contacts

Internal

Customer Relationship Managers,

Business Managers, TDM, MDT, Logistics, Operations

Qualifications

Matric + Diploma Essential.

Preferably studying towards a business degree.

Manual Drivers Licence

Forklift Licence an advantage

Experience

3-5 years Accounts & Reconciliation
3 years Customer Service

1-2 years CHEP customer support

Skills and Knowledge

• Analytical Skills
• Excellent communication skills at all levels
• Basic IT knowledge
• Proficiency in Word & Excel is essential.
• Time Management & Prioritisation
• Knowledge of Siebel and myCHEP is essential
• EDI would be an advantage
• Team Players who are systematic, accurate, patient, non-aggressive and service orientated will be the best suited to handle this position

The Customer Service ethos is to provide a high quality, first point of contact account management
service to the customer. This individual will work cross functionally, developing effective working
relationships to ensure customer queries are resolved and the customer account is efficiently
managed which will facilitate customer loyalty and high levels of customer satisfaction. This role
suits individuals who have strong interpersonal skills with the ability to build excellent customer
relationships.

Remote Type

Not Remote

Skills to succeed in the role

Account Management, Active Learning, Adaptability, Cross-Functional Work, Curiosity, Customer Data Management, Customer Due Diligence (CDD), Customer Engagement, Customer Retentions, Customer Satisfaction, Customer-Support, Data Integrity, Digital Literacy, Emotional Intelligence, Empathy, Initiative, Issue Management, Order Processing, Problem Solving, Process Improvements, Relationship Building, Sales Coordination

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].