Customer Success Manager

Brambles

6d•Remote

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 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 Drive Customer Success & Supply Chain Innovation We’re hiring a Customer Success Manager to lead strategic partnerships and deliver measurable value across key accounts. In this role, you’ll blend data analysis with relationship management to improve customer satisfaction, drive operational efficiency, and support sustainable growth. If you're passionate about solving problems and making an impact, we’d love to meet you!

Requirements

5+ years in customer service, supply chain, project management, or related field

Nice To Haves

2-3 years sales or customer service or similar experience is a strong preference
Excellent problem-solving abilities with experience in process & quality analysis as well as business process execution

Responsibilities

Facilitate high-level customer discussions to identify immediate operational needs and establish long-term success plans aligned with shared goals and performance metrics.
Align customer objectives with measurable outcomes, concentrating on sustainability, operational efficiencies, and cost-reduction strategies to create impactful solutions.
Manage the creation and distribution of monthly performance scorecards, providing clear visibility into account health, supply chain performance, and value delivery.
Identify and lead initiatives to enhance operational efficiency within customer supply chains, achieving targeted cost-saving goals and driving measurable improvements.
Collaborate with internal teams and customers to define and implement strategic initiatives, delivering joint supply chain efficiencies and savings in line with CHEP’s value proposition.
Act as a trusted consultant to customers, advising on best practices to optimize CHEP service offerings and drive process innovation for improved account management.
Lead or contribute to process improvement projects aimed at increasing customer satisfaction, streamlining business operations, and enhancing the overall customer experience.
Maintain Total Account Health Management for assigned Portfolio of Accounts
Conduct monthly account health reviews (via scheduled meeting), to include the communication of key account health metrics; helping them compare their actual versus budgeted amounts, tracking progress accordingly highlighting and speaking to such things as: YoY Transactional Summaries Audit preparation, count & reconciliation. Negative account balances Problematic transactions such as: Unknown/Suspended/EDI Rejections Flow thru ratio analysis
Manage and resolve any invoice disputes
Identify value creation opportunities for customers within your portfolio creating win-win opportunities and partnership synergies
Monitor and consistently action on pallet audits, reconciliation, negative balances, problematic transactions, DSO, CRM Cases/Tasks, etc.
Audit CHEP equipment on rent, reconcile audits, and report back to clients on results in written format
Educating the customers on best practices (consultative approach).
Continue to improve processes and business for the benefit of the stakeholders
Responsible for customer relationship management, customer loyalty, as well as direct account health management for assigned account portfolio
Responsible for root cause analysis of account health drivers, leveraging creative problem solving to provide alternative solutions as necessary
Secure business success and sustainable growth by recognition, reconciliation, and communication of any potential asset or profitability risks as they may arise
Work cross-functionally to identify and analyze issue root causes and ensure resolution plans are executed to drive supply chain excellence.
Develop cross functional relationship to help deliver consistent message to the customer on the CHEP customer value program
Work to proactively service customers by anticipating their needs using trends and knowledge of the customer’s supply chain.
Own and support account health related processes to find solutions that drive our strategic initiatives around improvement of account health and customer experience (CX)
Processes including but not limited to: Escrow Validation and Elimination, Strategic Outreach, Negative Balance Campaigns, Technology Development
Lead multiple projects/workstreams at a time
Lead ideation sessions to develop metrics and tools that drive predictive account health
Support future business model work with Serialization+
Role will support both direct team and broader customer operations organization.
This person will need to drive influence across a broad array of teams and gain buy-in despite differing interests
Ensure all necessary approvals are obtained and aligned with the larger organizational initiatives (release monitoring and management).
Thought leader in the development of Customer Operations initiatives by providing process insight and documenting end to end processes.
Support commercial and customer service leadership team through key indicator analysis

Benefits

Competitive salary + bonuses paid out annually
Benefits Day 1!
401K w/ company match (up to 4%)
FREE company-paid vision, short-term disability, and life insurance!!
Tuition reimbursement, parental leave, childcare assistance, profit sharing, and MORE!

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