Dedicated Customer Service Executive, Customer

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**:
Dedicated Customer Service is a premium customer service offered by CHEP to allow CHEP customers to outsource the management and control of their equipment and associated administration activities.

The Dedicated Customer Service team provides customers a single point of contact for all transactional, admin and advisory support driving supply chain efficiencies. A Dedicated Customer Service Executive will collaborate with the customer to help track and manage their equipment, provide advice and reports on ongoing account activity, answer all queries, conduct root cause analysis, identify and propose efficiency gains and best practices.

Key Accountabilities
- Manage and resolve key customer queries, understand trends, fix root cause
- Work with customers to capture their supply chain activity, managing equipment balances for each customer location and ensuring there are no charges applied to the account
- Build strong relationships with Customer and National Account Manager through regular contact and feedback
- Challenging inefficient or inaccurate processing, creating and implementing controls to provide equipment tracking and visibility
- Reconcile customer movements and invoices per schedule
- Conduct Weekly, Monthly and Quarterly (and ad hoc as required) account health analysis and reports / reviews with customer to provide feedback of account
- Proactively analyse account KPIs, understanding and interpreting data from both CHEP & other core systems, communicating to customers about account trends / performance and providing recommendations / actions.
- Support the coordination and capture of audit self-count data, assist audit reconciliation and analysis
- Identify potential savings / revenue opportunities to Commercial Account Manager
- Create / revise SOPs, account control procedures as required
- May require travel to customer locations

Experience / Skills
- Demonstrable customer facing and or account management experience
- Conducting root cause analysis & presenting solutions
- Prior equipment management desirable but not strictly necessary
- Strong analytical skills including the ability to interpret graphs and detailed data
- Strong interpersonal skills
- Ability to prioritise under pressure and drive for results
- Functional / technical skills / experience in working with Diamond, Excel, SAP, BW, and PowerPoint would be beneficial

Preferred Education

Degree and equivalent

Preferred Level of Work Experience

1 - 3 years

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.