Account Coordinator Bilingual

**Position Purpose**

Management of a given territory of approximately 500 accounts. This role requires a solid understanding of, and the ability to work with a variety of CHEP functions such as Finance, Information Systems, Operations, Logistics, Asset Management and Sales on a daily basis. In addition, you will be required to build strong customer interaction with key and senior level contacts in order to grow sales and increase overall customer satisfaction for various CHEP services. As part of our overall strategic plan this position is designed as a key driver of growth and opportunity generation within the business.

**Major/Key Accountabilities**:
**Daily Tasks**:

- Maintain customer contact to 100% of the territory at least 4 times per annum.
- Ensure customer loyalty and satisfaction as measured through NPS achieving the NPS target or any equivalent target used by the company.
- Respond to customer inquiries regarding billing, transactions, and other topics related to account health.
- Monitor account KPIs (Flow-Through Ratio, Cycle Time, Closing Balance) to detect and resolve account health problems.
- Take corrective action on pallet audits, negative E balances, late reporting, suspended transactions, unpaid invoices, CRM Service requests, etc.
- Support CHEP Health & Safety initiatives.
- Respond to and resolve any product or service quality related concerns.
- Educating the customers on best practices (consultative approach). Continue to improve processes and business for the benefit of the stakeholders.

**Increase Revenue Stream**:

- Manage sales and customer service activities to meet budgeted revenue targets and profitability levels by reinforcing pool discipline with customers and actively seeking to close the gap on sales opportunities for all business units. Engage customers on Go To Market suite of solutions where opportunities exist.
- Responsible to monitor and improve the payment trends of the customers per agreed net 30-day payment terms. Monitoring and maintaining DSO at or below target days as measured through the revenue outstanding appearing on the monthly aging reports and clearing credit balances.

**Best Practices Implementation** - Introduce new products and services, promote latest CHEP technology and adhere to all policies and processes. Implement CHEP Best Practices across customer-base. Promote self-service options available via Portfolio + Plus reporting portal.

**Account Health Monitoring** - Maintain regular customer contact and timely replies to inquiries. Monitor and consistently action on stock balance reconciliation, negative stock balance prevention, suspended and unknown transaction coding, payment trend reduction, CRM service requests completion and more. Will be required to seek financial compensation for all pallet discrepancies and/or seek payment for unpaid invoices from customers.

**Drive Customer Satisfaction** - Maintain relationships and service levels to ensure customer loyalty. Monitor and manage a customer territory with strong business knowledge and commitment to increasing customer satisfaction through anticipation of needs. Being able to analyze data in order to present a strong value proposition to the customer is a key attribute of this position.

**Promote Zero Harm** - Support CHEP’s numerous Health & Safety initiatives.

**Qualifications**
- Education: Bachelor’s degree or College Diploma

**Experience**
- 3-5 years Sales/Service experience in a service company
- Worked with financial measures and Key Performance Indicators
- Worked successfully in a matrix structure
- Customer account relationship management experience a must
- Ability to drive service quality resulting in greater and sustainable customer satisfaction
- Expertise in eliminating the waste in business processes by using six sigma / lean tools

**Skills and Knowledge**

**Required**
- Proficiency in Microsoft Office Suite (Excel, PowerPoint, Outlook)
- Detail Oriented - ability to build, maintain, validate, and analyze, large amounts of data
- Excellent interpersonal and communication skills

**Preferred**
- Knowledge of Six Sigma/Lean methodologies
- Experience working with SAP

**Languages**

**Required: English & French**

**Fonctions du poste**

**Gérer en collaboration un territoire donné d'environ 500 comptes avec des revenus annualisés de 7 à 10 millions de dollars. Ce rôle nécessite une solide compréhension de diverses fonctions de CHEP, notamment Finances, Systèmes d'information, Exploitation, Logistique, Gestion des actifs et Ventes, ainsi que la capacité de travailler avec ces fonctions. En outre, le titulaire de ce poste doit être capable d’établir des relations solides avec les personnes clés et les cadres supérieurs des entreprises clientes afin d'augmenter les ventes et la satisfaction globale des clients envers les divers services de CHEP. Dans le cadre de notre plan stratégique global, ce poste se veut un important facteur de croissance et un générateur d'o