Territory Account Representative

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

Being able to deliver a seamless customer experience from contract acceptance to strategic partnership. This position is responsible for building and managing customer relationships, regarding CHEP assets, for assigned accounts through physical visits to customer locations and strategic alignment with CHEP commercial functions.

Main function is to deliver customer value through the program by providing timely issue resolution, developing relationships, and identifying solutions and services that the customer wants. Success in the role will allow the business to grow because of the improvements in customer experience, customer retention, customer satisfaction and customer loyalty.

Major/Key Accountabilities

• Develops and fosters customer relationships as the local expert for the CHEP program for accounts within assigned territory.
• Develops multi-tiered location-level relationships and delivers a consistent approach to the customer through journey planning to ensure that customer loyalty drivers and life cycle touch points are resolved in a timely manner.
• Maintains account health by ensuring the CHEP program and value proposition is leveraged with each customer interaction and provides transparent timely feedback to the customer to ensure overall account health is achieved for each location in assigned territory.
• Supports all business objectives and efforts regarding profitability and asset utilization, including growth through lane expansion, platform launches, location level on-boarding and intel gathering through retail store level visits.
• Works with Commercial Sales Directors and Sales Managers to develop and implement customer specific supply chain savings initiatives that coordinate with strategic goals set by customer and CHEP commercial team.
• Delivers issue resolution at location level by working cross functionally and in conjunction with Orlando-based Customer Service teams, and field Commercial teams to proactively maintain account health & controls.
• Works with cross functional team members within Logistics, Transportation and Operations to: reduce product and service failures within assigned territory, identify savings opportunities for customers, or deliver other supply chain efficiencies because of leveraging CHEP within the supply chain.
• Proactively manage asset productivity initiatives such as damage rate reduction and asset reuse helping to reduce rejections, cancellations and backlogs.
• Resolves customer issues regarding pallet quality and ensures customer alignment of the CHEP Pallet spec thru Pallet Quest training, on-site quality audits and Pallet Handling training.
• Adheres to and promotes Zero Harm by ensuring all organization expectations and assignments are executed with precision.

Measures

• Targeted account health metrics
• Customer Effort Score
• Customer Loyalty (NPS) and Customer Satisfaction
• Response time to customer requests
• Asset Productivity and loss reduction
• Adoption of customer interfaces / cost to serve reduction
• Organizational profitability and network growth

Authority/Decision Making

• Identify customer issues and drive to resolution
• Can identify growth opportunities or commercial issues

Key Contacts

Internal:

• Commercial Sales (Field and Orlando Based)
• Orlando Based Customer Service
• Logistics, Transportation, Planning, Operations
• Asset Recovery
• Finance

External

• Customer location contacts (various) and end users

Qualifications

 Bachelor’s degree in Business or related field or equivalent job experience.

Experience

• 3-5 years Customer Service / Customer Relationship Management (B2B or B2C)
• 1-2 years prior CHEP experience preferred
• Knowledge of key Operations, Logistics, Finance, Sales activities

Skills and Knowledge

• Strong problem solving, organizational, decision-making, communication and presentation skills
• Technology and system solutions savvy
• Strong relationship building & interpersonal skills
• Flexibility in a changing market and culture
• Continuous improvement mindset
• Customer Relationship Management utilizing Siebel / Salesforce
• Demonstration and proven abilities working in a Matrix Environment
• Intermediate MS Office skills (Outlook, Word, Excel, Power Point)

Languages:

English - Required

Spanish - Desirable

Preferred Education

Bachelors - Business Administration/Management

Preferred Level of Work Experience

3 - 5 years

Remote Type

Fully 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].