Customer Experience Representative

CHEP•Orlando, FL

6d•Hybrid

About The Position

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 most 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. Are you ready to take on a dynamic role that puts you at the heart of customer success? As a Customer Experience Representative at CHEP, you’ll be the primary point of contact for a portfolio of customer accounts, delivering exceptional service. This position combines problem-solving, collaboration, and strategic thinking as you guide customers through solutions, resolve inquiries, and drive continuous improvement. If you’re passionate about creating outstanding customer experiences and thrive in a fast-paced environment, this is your opportunity to make an impact!

Requirements

Business related college degree or equivalent experience
3 – 5 Years Customer Service, Supply Chain or Account Management experience
Technical user: SAP; Salesforce; BlueView, Blue Yonder; FourKites, MyCHEP, BRIX, PowerBI (will train)
Strong Interpersonal & Communication skills
Detail oriented with strong analytical skills
High learning agility (complex programs and billing structures across multiple products)
Ability to multi-task and effectively manage time and resources
Intermediate MS Office skills (Outlook, Excel, Power Point)
Knowledge of the manufacturer/retail industry & market, and supply chain
Continuous improvement mindset
Ability to work in a matrix environment
English

Nice To Haves

Supply Chain / Logistics Qualification

Responsibilities

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.
Actively managing inbound and outbound calls and emails to ensure all customer requests are actioned timeously.
Responsible for autonomously managing the daily funnel of urgent fulfilment-related issues within the assigned region, partnering with CHEP Logistics and carrier partners to mitigate the impact of issues and communicate thoroughly to customers.
Responsible for proactively notifying customers of ‘at-risk’ deliveries or collections as identified by systems, carriers, and internal partners in a timely manner.
Establish and maintain effective relationships with customers, Logistics, Operations, Sales, Account Managers.
Providing logistics support and acting as liaison between the customer and Container Logistics for any e-loads (charges), delays or amendments.
Support Transaction Management corrections and research for stock balance accuracy.
Support customer account health across programs and systems, such as: SAP, Blue Yonder, FourKites, Salesforce, BlueView, myCHEP, BRIX, Power BI, Medallia.
Support the process of program implementation by proper customer education, tracking of KPIs, timely invoice payment, and establishment of relationships.
Providing program specific support to the Account Managers with regards to risk priorities and pro-active account monitoring.
Responsible for a portfolio of priority accounts for account monitoring and problem resolution.
Resolving of queries, discrepancies and disputes related to billing and providing support to Finance to ensure overdue accounts receivable is being addressed.
Logging product, quality and service failures into Salesforce and escalating accordingly to Supply Chain for resolution.
Perform supplier maintenance tasks such as business reviews, account monitoring and problem resolution.
Support customer engagement for Net Promoter Score.
Continuous process improvements for initiatives and programs.
Additional customer trainings and sharing of best practices as required.