Field Customer Service Representative - Northern California

CHEP - San Jose, CA3.6

Full-time
CHEP is a global leader in supply chain logistics employing more than 14,000 people in 60+ countries. More than 300,000 supply chains choose to utilize CHEP products and solutions to optimize efficiencies and eliminate waste throughout the world. CHEP’s “share and reuse” core business offering pioneered the shared and circular economies more than 50 years ago. Today, the company provides consultative solutions surrounding the efficient and sustainable movement of goods—and manages a global pool of 300 million pallets and containers shared and reused by growers, raw material suppliers, manufacturers, wholesalers and retailers to produce, warehouse, transport and merchandise consumer and industrial goods.

As 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 company with an advantaged business model. You’ll be working for a company that is changing the way goods get to market. You’ll optimize 300,000 supply chains instead of just one. You’ll join an efficient and collaborative team who punches above its weight. You’ll be working for the good of humanity.

Position Description

This role supports the Northern California territory (Pleasanton, Oakland/East Bay, Stockton, Modesto, or Fresno/Central Valley CA)

Position Purpose

Earning 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 Accountabilities

Develops 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.
Measures

Meet and exceed all agreed upon account health metrics specific to each customer’s needs
Audit variance as percent of total volume
Account Health Alert tool score
Customer Service Metrics & KPI score-carding
Account retention
Maximized NPS participation rate and score
Quality Mitigation/Service Request Resolution
Customer Value Tracker: documented savings and CHEP cost-to-serve reduction

Scope

Annual Revenue Budget: n/a

Countries : US

Number of Staff (direct): 0

Number of Staff (indirect): 0

Total (FTE): 0

Authority/ Decision Making

Identify customer issues and drive to resolution

Can identify growth opportunities or commercial issues

Challenges

Effective communication of customer issues resulting in timely resolution

Increasing time spent with customers while minimizing travel costs

Partnering with office-based teams to interact with customers and resolve issues

Key contacts

Internal:
Extended Service, Sales, Quality and Customer Service Managers, Orlando-Based Customer Service, Logistics, Plant Operations, Credit Collections

External:
Customer plant location Influencers, End Users

Qualifications

Bachelor’s degree in Business or related field or equivalent job experience.

Experience

3-5 years Customer Service exposure, preferably in the service industry.
1-2 years prior CHEP experience preferred
Knowledge of key Operations, Logistics, Finance, Sales activities

Skills and Knowledge

Strong problem solving, organizational, decision-making, communication and presentation skills
Technology and system solutions savvy
Strong relationship building & interpersonal skills
Flexibility in a changing market and culture
Continuous improvement mindset
Customer Relationship Management utilizing Siebel
Demonstration and proven abilities working in a Matrix Environment
Intermediate MS Office skills (Outlook, Word, Excel, Power Point)

Languages

Required:
English
Come join an extremely successful performance and growth oriented team, we'd love to hear from you. A highly competitive compensation and benefit package including retirement benefits, educational reimbursement, and more is offered in conjunction with an exciting, fast paced work environment. Come help us… Handle the World's Most Important Products. Everyday. www.chep.com/jobs EOE

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 recruitment@brambles.com.