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

Key Responsibilities May Include:

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.

Position Purpose:

The Customer Success Manager will manage a portfolio of Key Accounts delivering consistent and exceptional value. Role requires balanced approach of strong data analysis and relationship management. Improve our customer satisfaction & loyalty within assigned portfolio as measured through NPS and CSAT scores. Protect and develop customer relationships to enable account growth. Utilize advanced skills in account management and time management to support all company and customer initiatives around total account health management.

This role requires a solid understanding of and the ability to work with a variety of CHEP functions such as Sales, Stock Management, Business Operations, Manufacturing/Retail Supply Chain, Information Systems, and Finance on a daily basis. Additionally, the ideal candidate will possess the ability to build strong customer relationships with key and senior level contacts in order to protect the business and increase overall customer satisfaction while enabling our sales team to grow the business. The role will also work with Customer Operations leadership leading projects/ improvements to ways of working, go to work plans to drive efficiency and improve the employee experience.

Measures:

Brambles Audit Compliance targets – 85% Closure & 85% Count Complete

Asset Risk: YoY IPEP reduction & Audit SLA compliance

Asset Risk: Asset Write Off Improvement YOY & Days to Reconcile Physical Inventory Counts

Account Health Metrics: Cycle Time, Flow Thru Ratio, Ending Inventory Days (Retail) Escrow aging, Declaration Days, Neg. Balance aging, Problematic Transaction aging

Ensure activities supporting customers and internal partners are performed in line with Service Level Agreements

Monthly Account Health review compliance

Salesforce Documentation compliance

NPS and CSAT for Audit and Transaction Control and Reconciliation

Effective tools and processes deployed for customer engagement

Driving visibility and improvement on all standard account health KPI’s

Major/Key Accountabilities:

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 analyse 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

Challenges/Problem Solving:

Will be joining an established team, but specific customer needs broader support. Dealing with ambiguity and building buy-in across functions and customer base will be key to success in this role. Will be seated within customer operations influencing processes and actions across other teams, so understanding bigger picture needs and ability to prioritize will be imperative. This role will be key to asset productivity performance for the region. 

Authority/ Decision Making:

Influence in all day-to-day account health reporting and activities. While this role does not have direct reports, this person will need to influence action across the business and with both peers and more senior stakeholders. Decision making authority in accordance with Brambles Authority Matrix.

Working autonomously to manage account base

Loss Compensation Collection

Customer issue resolution

Analyze, validate, and resolve customer invoicing disputes

Process improvements and/or process design

Volume and/or revenue growth opportunity discovery

Experience:

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

2-3 years CHEP 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

Remote Type

Fully Remote

Skills to succeed in the role

Account Management, Active Learning, Adaptability, Cost Management, Cross-Functional Work, Curiosity, Customer Experience (CX), Customer Satisfaction, Digital Literacy, Emotional Intelligence, Empathy, Initiative, Operational Efficiency, Performance Analytics, Problem Solving, Process Improvements, Relationship Management, Service Delivery, Stakeholder Engagement, Value Propositions

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 or CHEP representatives have scheduled interviews and offered fraudulent employment opportunities with the intent to commit identity theft or solicit money. Brambles and CHEP never conduct interviews via online chat or request 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.