Account Coordinator

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

Step into a fast‑paced, customer‑focused role where every interaction makes an impact! As part of our dynamic team, you’ll be the go‑to expert supporting customers through inbound calls and emails—delivering solutions, building relationships, and creating standout experiences that set CHEP apart.

You’ll own a defined customer portfolio, giving you a powerful platform to influence account performance and drive proactive, measurable results. This role is hands‑on, strategic, and full of variety as you collaborate daily with teams across Finance, IS, Operations, Logistics, Asset Management, and Sales—gaining unmatched exposure across the business.

What makes this role exciting? You’re not just responding to customers—you’re building strong connections with key and senior‑level contacts, identifying new opportunities, expanding services, and elevating customer satisfaction at every turn.

This position is a key growth engine for the organization. If you’re energized by problem‑solving, relationship‑building, and driving business impact, you’ll thrive here—and so will your career.

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

Major/Key Accountabilities

• Daily Tasks:

  • Maintain customer contact to 100% of the territory at least 4 times per annum.

  • Ensure customer loyalty and satisfaction as measured through NPS achieving the NPS target or any equivalent target used by the company.

  • Monito and respond to customer inquiries regarding billing, transactions, and other topics related to account health via centralized inbound hub.

  • Monitor account KPIs (Flow-Through Ratio, Cycle Time, Closing Balance) to detect and resolve account health problems.

  • Take corrective action on pallet audits, negative E balances, late reporting, suspended transactions, unpaid invoices, CRM Service requests, etc.

  • Support CHEP Health & Safety initiatives.

  • Respond to and resolve any product or service quality related concerns.

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

• Increase Revenue Stream:

  • Manage sales and customer service activities to meet budgeted revenue targets and profitability levels by reinforcing pool discipline with customers and actively seeking to close the gap on sales opportunities for all business units. Engage customers on Go To Market suite of solutions where opportunities exist. 

  • Responsible to monitor and improve the payment trends of the customers per agreed net 30-day payment terms. Monitoring and maintaining DSO at or below target days as measured through the revenue outstanding appearing on the monthly aging reports and clearing credit balances.

• Best Practices Implementation – Introduce new products and services, promote latest CHEP technology and adhere to all policies and processes.  Implement CHEP Best Practices across customer-base.  Promote self-service options available via Portfolio+Plus reporting portal.

• Account Health Monitoring – Maintain regular customer contact and timely replies to inquiries.  Monitor and consistently action on stock balance reconciliation, negative stock balance prevention, suspended and unknown transaction coding, payment trend reduction, CRM service requests completion and more.  Will be required to seek financial compensation for all pallet discrepancies and/or seek payment for unpaid invoices from customers.

• Drive Customer Satisfaction – Maintain relationships and service levels to ensure customer loyalty.  Monitor and manage a customer territory with strong business knowledge and commitment to increasing customer satisfaction through anticipation of needs.  Being able to analyse data in order to present a strong value proposition to the customer is a key attribute of this position.

• Promote Zero Harm – Support CHEP’s numerous Health & Safety initiatives.

Qualifications

• Education:  Bachelor’s degree or College Diploma

Experience

• 3-5 years Sales/Service experience in a service company

• Worked with financial measures and Key Performance Indicators

• Worked successfully in a matrix structure

• Customer account relationship management experience a must

• Ability to drive service quality resulting in greater and sustainable customer satisfaction

• Expertise in eliminating the waste in business processes by using six sigma / lean tools

Skills and Knowledge

Required

• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Outlook)

• Detail Oriented – ability to build, maintain, validate, and analyze, large amounts of data

• Excellent interpersonal and communication skills

Preferred

• Knowledge of Six Sigma/Lean methodologies

• Experience working with SAP

Base pay range is $64,000 -$88,000 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.

Dependent 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.

Objectif du poste

Travailler en groupe pour gérer les demandes entrantes, et offrir du soutien via des appels entrants centralisés et des courriels.  L'équipe aura la responsabilité d'une base de clients fixe pour les indicateurs de santé des comptes sortants et proactifs, avec un revenu annualisé de 5 à 8 millions de dollars.  Ce rôle exige une solide compréhension et la capacité de travailler quotidiennement avec diverses fonctions du CHEP telles que la finance, les systèmes d'information, les opérations, la logistique, la gestion d'actifs et les ventes.  De plus, vous devrez établir une forte interaction client avec des contacts clés et de haut niveau afin de faire croître les ventes et d'augmenter la satisfaction globale des clients pour divers services CHEP.  Dans le cadre de notre plan stratégique global, ce poste est conçu comme un moteur clé de croissance et de création d'opportunités au sein de l'entreprise.

Responsabilités majeures/clés

Tâches quotidiennes :

Maintenir le contact avec les clients à 100% du territoire au moins 4 fois par année.

Assurez-vous que la fidélité et la satisfaction des clients soient mesurées par le NPS atteignant l'objectif NPS ou tout objectif équivalent utilisé par l'entreprise.

Monito et répondez aux demandes des clients concernant la facturation, les transactions et d'autres sujets liés à la santé des comptes via un hub entrant centralisé.

Surveillez les KPI du compte (ratio de flux, temps de cycle, solde de clôture) pour détecter et résoudre les problèmes de santé du compte.

Prenez des mesures correctives lors des audits de palettes, soldes E négatifs, retards de déclaration, transactions suspendues, factures impayées, demandes de services CRM, etc.

Soutenez les initiatives de santé et sécurité du CHEP.

Répondre et résoudre toute question liée à la qualité des produits ou services.

Éduquer les clients sur les meilleures pratiques (approche consultatif). Continuez à améliorer les processus et les affaires au bénéfice des parties prenantes.

Augmenter la source de revenus :

Gérer les activités de vente et de service à la clientèle afin d'atteindre les objectifs de revenus et les niveaux de rentabilité prévus en renforçant la discipline du bassin avec les clients et en cherchant activement à combler l'écart d'opportunités de vente pour toutes les unités d'affaires. Engagez les clients sur la suite de solutions Go To Market où des opportunités existent. 

Responsable de surveiller et d'améliorer les tendances de paiement des clients selon les conditions de paiement netes de 30 jours convenues. Surveiller et maintenir les DSO aux jours cibles ou en dessous, mesuré par les revenus en cours figurant dans les rapports mensuels de vieillissement et compensation des soldes de crédit.

Mise en œuvre des meilleures pratiques – Introduire de nouveaux produits et services, promouvoir les dernières technologies CHEP et respecter toutes les politiques et processus.  Mettre en œuvre les meilleures pratiques du CHEP à l'échelle de la clientèle.  Faites la promotion des options de libre-service disponibles via le portail de déclaration Portfolio+Plus.

Surveillance de la santé du compte – Maintenez un contact régulier avec les clients et des réponses rapides aux demandes.  Surveillez et agissez de façon constante sur la réconciliation des soldes d'actions, la prévention des soldes négatifs des actions, le codage des transactions suspendues et inconnues, la réduction des tendances de paiement, la complétion des demandes de services CRM et plus encore.  Vous devrez demander une compensation financière pour toutes les anomalies de palettes et/ou demander le paiement des factures impayées auprès des clients.

Favoriser la satisfaction client – Maintenez des relations et des niveaux de service afin d'assurer la fidélité des clients.  Surveillez et gérez un territoire client avec une solide connaissance des affaires et un engagement à accroître la satisfaction de la clientèle en anticipant les besoins.  Être capable d'analyser les données afin de présenter une proposition de valeur solide au client est une caractéristique clé de ce poste.

Promouvoir zéro dommage – Soutenez les nombreuses initiatives de santé et sécurité de CHEP.

Qualifications

Éducation : Baccalauréat ou diplôme collégial

Expérience

3 à 5 ans d'expérience en vente/service dans une entreprise de services

A travaillé avec des mesures financières et des indicateurs clés de performance

Fonctionnait avec succès dans une structure matricielle

L'expérience en gestion des relations avec les comptes clients est indispensable

Capacité à améliorer la qualité du service, ce qui entraîne une satisfaction client plus grande et durable

• Expertise dans l'élimination du gaspillage dans les processus d'affaires grâce à l'utilisation d'outils six sigma / lean

Compétences et connaissances

Obligatoire

Maîtrise de la suite Microsoft Office (Excel, PowerPoint, Outlook)

Orienté aux détails – capacité à construire, maintenir, valider et analyser de grandes quantités de données

Excellentes compétences interpersonnelles et en communication

Préféré

Connaissance des méthodologies Six Sigma/Lean

Expérience avec SAP

Remote Type

Hybrid Remote

Skills to succeed in the role

Account Management, Adaptability, Commercial Sustainability, Continuous Process Improvement, Customer Experience (CX), Customer Partnerships, Data Analytics, Data Storytelling, Digital Customer Solutions (Dcs), Empathy, Experimenting, Our Business, Problem Resolution, Root Cause Analysis (RCA), Taking Ownership, Teamwork, Understand Customers, Value Propositions

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].