Extended Services Manager

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

This is a remote position that can be based anywhere in the US. There is 25% travel required.

POSITION PURPOSE

The Extended Services Manager (ESM) is responsible for leading all account-health related activities within their assigned customer base. The ESM partners with key customer contacts in a consultative capacity to provide guidance on company initiatives and further streamline business to business processes. The ESM utilizes strategic partnerships internally (CHEP) and externally (customer) to develop value streams for the customer, thus reducing the customer’s overall supply chain cost. This position indirectly provides direction to a network of Customer Service Representatives (field and/or office based) to ensure customer related issues are completed in an effective and timely manner.

MAJOR / KEY ACCOUNTABILITIES

• Establishes short and long-term strategies with the Customer to gain alignment on joint goals and key metrics in the areas of sustainability, efficiency, account health, and cost reduction.

• Coordinates ideation sessions to gain understanding of Customer’s supply chain, resulting in identification of operational efficiency initiatives and cost reduction opportunities. In collaboration with the National Account Manager, the ESM leads projects identified through the ideation sessions to drive overall supply chain savings for the Customer.

• Generates and manages a monthly scorecard review session to provide full and transparent visibility on account health and supply chain value stream success.

• Develops meaningful Customer relationships with a wide variety of Customer contacts ranging from C-level to warehouse associates.

• Engages in on a site visits to gain intricate knowledge of Customer’s supply chain in order to best meet their pallet needs.

• Develops innovative changes, like on-going CHEP-match exercises, to drive efficiency.

• Leverages internal resources to drive collaboration in an effort to drive proactive improvement to account health

• Manages ad-hoc reports to customer contacts and Account Manager to support account management objectives (example: CASS, quality, historical volume, etc.).

• Resolves account health issues including but not limited to: disputed and escalated invoicing, negative balances, suspended transactions, EDI-related reporting issues and unknown movements through regular (daily) contact with Customers.

• Takes full ownership of the successful execution of physical inventory/audit process to ensure accuracy, which ultimately results in a minimal audit variance.

• Works proactively to identify potential account health challenges and advises Account Manager of potential issues before they impact account health.

• Utilizes Salesforce (especially creating/updating Cases), Outlook, Teams and direct phone calls to support the resolution of ad-hoc Customer needs.

• Maintains current database tools (Salesforce, MyCHEP) to facilitate information flow and to ensure Customer contact information is complete and accurate for CHEP associates.

• Provides input to annual Account Plans created by the Account Manager in relation to account health improvement.

• Assists in driving full participation in the annual NPS survey sent to Customers.

• Utilizes customer survey (NPS) results to identify areas of opportunity to improve Customer Experience (Cx) as well as build and execute action plans to better meet customer expectations.

TRAVEL

25% or less, U.S. based

AUTHORITY / DECISION MAKING

• Purchasing decisions (and to what amount); 

• Customer problems or decisions, etc.

• Working autonomously or having limited access to immediate manager

• Working in a matrix environment

QUALIFICATIONS

• Bachelor’s degree in business or related field or comparable experience

EXPERIENCE

• 5-7 years sales or customer service experience required

• 2-3 years Prior industry experience preferred

SKILLS AND KNOWLEDGE

• Ability to communicate (verbal and written) across a wide range of contacts- from senior executives to warehouse associates.

• Must be well versed in all myCHEP functions and capabilities or similar system.

• Ability to quickly develop skill set needed to work on and understand advanced reconciliation tools and processes.

• Advanced knowledge of SAP, Business Warehouse, MS Excel, Word, Outlook, and PowerPoint to perform daily job functions.

• Familiarity with SalesForce or similar CRM systems is a plus.

• Ability to effectively communicate the CHEP Value Proposition to all levels both internally and externally.

• Proficient at summarizing and presenting complex business problems to groups of people, including senior management.

• Working knowledge of Strategic and Situational Leadership Model.

• Knowledge of customer supply chain models, logistics and use of platforms in the supply chain.

• Strong business acumen and excellent problem-solving skills.

• Strong interpersonal skills.

• Organized and self-motivated.

• Strong leadership and mentoring capability.

• Ability to effectively lead and take direction in a matrix organization.

• Six Sigma or Lean Certification is a plus.

Preferred Education

Bachelors

Preferred Level of Work Experience

5 - 7 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].