Field Customer Service Representative - Grand Rapids, Kalama
Company: CHEP Inc
Location: Grand Rapids
Posted on: January 12, 2019
CHEP helps move more goods to more people, in more places than any other organisation on earth. Its pallets, crates and containers form the invisible backbone of the global supply chain and the world's biggest brands trust us to help them transport their goods more efficiently, sustainably and safely. As pioneers of the sharing economy, CHEP created one of the world's most sustainable logistics businesses through the share and reuse of its platforms under a model known as 'pooling'. CHEP primarily serves the fast-moving consumer goods (e.g. dry food, grocery, and health and personal care), fresh produce, beverage, retail and general manufacturing industries. CHEP employs approximately 11,000 people and owns approximately 300 million pallets, crates and containers through a network of more than 750 service centres, supporting more than 500,000 customer touch-points for global brands such as Procter & Gamble, Sysco, Kellogg's and Nestl--. CHEP is part of the Brambles Group and operates in more than 55 countries with its largest operations in North America and Western Europe. For more information on CHEP, visit www.chep.com. For information on the Brambles Group, visit www.brambles.comAs one of four Brambles growth companies, CHEP and Brambles provide you unparalleled opportunities to advance and accelerate your career. You'll be joining an international growth organisation with a pioneering, circular business model. You'll be working for a company that is changing the way goods get to market. You'll become part of an efficient and collaborative global team making a real contribution to a smarter, more sustainable future. For more on how Brambles growth companies can accelerate your career, visit https://careers.brambles.com/ Position Description Position PurposeEarning the right to grow the CHEP program through World Class Customer experience, retention, satisfaction and loyalty.-- This position is responsible for managing CHEP assets for assigned high-volume MFG accounts through physical visits to customer locations and strategic alignment with CHEP commercial functions. Builds relationships with customer plant level contacts to understand the value drivers behind the customer's supply chain. Main function is to deliver customer value on the program by delivering timely issue resolution and solutions that exceeds the customer's needs.Major/Key AccountabilitiesDevelops relationships as account's single point of contact for the overall CHEP program including issue resolution, account health and supply chain initiatives by conducting regular Customer site visits meeting or exceeding their frequency of need.Owns and maintains account health by ensuring the CHEP program and value is understood by the customer base and provides transparent timely feedback to the customer to ensure overall account health is achieved for each location in field territory.Develops multi-tiered location-level relationships to resolve issues and deliver a consistent message to the customer on the CHEP Value proposition, and improving Customer Retention and Loyalty.Drives issue resolution at location level working in conjunction with Orlando-based Customer Service teams and Sales Managers/ESM's to proactively maintain account health & controls to an optimal level.Resolves Aging and Disputed Accounts Receivables to achieve established DSO goals.Ensures Customer alignment of the CHEP Pallet spec, thru Pallet Quest training, on-site quality audits and Pallet Handling training.Resolves Customer Issues regarding Pallet Quality by bridging any perception gaps as well as refining pallet productivity with Application Engineering visits/Kaizen events/Innovation Center testing.Works with Quality, Plant Operations, Transportation and Logistics teams to reduce product and service failures within their account base and to develop and deploy CPU, Green Lane and Cube Utilization opportunities.Works with Sales to identify opportunities to expand current business by demonstrating cost savings and benefits of using CHEP to the Customer, including lane expansion, raw material integration, 1/2 pallets, heat-treated pallets, export opportunities, and multiple container solutions.Works with Customer Service and Sales Managers to identify and execute customer specific supply chain savings initiatives that coordinate with strategic goals set by customer and CHEP commercial team.Deliver year over year supply chain savings to assigned territory through customer specific project identification and execution.Works directly with other Customer Service teams to ensure best practices are shared and deployed across the CHEP customer environment, ultimately improving both the Customer and Brambles Employee Satisfaction experience.Adheres to and promotes the Zero Harm Culture ensuring all near-misses are entered on a timely basis.MeasuresMeet and exceed all agreed upon account health metrics specific to each customer's needsAudit variance as percent of total volumeAccount Health Alert tool scoreCustomer Service Metrics & KPI score-cardingAccount retentionMaximized NPS participation rate and scoreQuality Mitigation/Service Request ResolutionCustomer Value Tracker: documented savings and CHEP cost-to-serve reductionScopeAnnual Revenue Budget: n/aCountries : USNumber of Staff (direct): 0Number of Staff (indirect): 0----------------Total (FTE): 0Authority/ Decision MakingIdentify customer issues and drive to resolutionCan identify growth opportunities or commercial issuesChallengesEffective communication of customer issues resulting in timely resolutionIncreasing time spent with customers while minimizing travel costsPartnering with office-based teams to interact with customers and resolve issuesKey contactsInternal:Extended Service, Sales, Quality and Customer Service Managers, Orlando-Based Customer Service, Logistics, Plant Operations, Credit CollectionsExternal:--------------------------Customer-- plant location Influencers, End UsersQualificationsBachelor's degree in Business or related field or equivalent job experience.Experience3-5 years Customer Service exposure, preferably in the service industry.1-2 years prior CHEP experience preferredKnowledge of key Operations, Logistics, Finance, Sales activitiesSkills and KnowledgeStrong problem solving, organizational, decision-making, communication and presentation skillsTechnology and system solutions savvyStrong relationship building & interpersonal skillsFlexibility in a changing market and cultureContinuous improvement mindsetCustomer Relationship Management utilizing SiebelDemonstration and proven abilities working in a Matrix EnvironmentIntermediate MS Office skills (Outlook, Word, Excel, Power Point)LanguagesRequired:------------------------English We're excited you're here to learn how we'll leverage our family of growth companies to accelerate your career. Brambles companies employ more than 14,500 people in over 60 countries, committed to connecting people to life's essentials, every day. Our people are shaping a smarter, more sustainable future by changing the way business makes, moves and sells goods in every corner of the world. We look forward to helping you become one of them. HTTPS://careers.brambles.com/ 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/CHEP/IFCO] representatives have scheduled interviews and offered fraudulent employment opportunities with the intent to commit identity theft or solicit money. [Brambles/CHEP/IFCO] never conducts interviews via online chat or requests 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 [Click Here to Email Your Resum--].
Keywords: CHEP Inc, Grand Rapids , Field Customer Service Representative - Grand Rapids, Kalama, Hospitality & Tourism , Grand Rapids, Michigan
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