Account Coordinator, Bilingual

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:

• 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.

Position Purpose

• Working in a group environment to handle incoming inquiries, and providing support via centralized inbound call and emails. The team will have responsibility for a set customer base for outbound and proactive account health metrics, with annualized revenue of $5M - $8M. 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.
• Monito and respond to customer inquiries regarding billing, transactions, and other topics related to account health via centralized inbound hub.
• 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 analyse 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
• Bilingual: French & English

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 analyse, large amounts of data
• Excellent interpersonal and communication skills

Preferred

• Knowledge of Six Sigma/Lean methodologies
• Experience working with SAP

Objectif du poste

Travailler dans un environnement d'équipe pour gérer les demandes entrantes et fournir un soutien via un centre d'appels et des courriels centralisés. L'équipe sera responsable d'un ensemble de clients pour des activités sortantes et des indicateurs proactifs de santé des comptes, représentant des revenus annuels de 5 M$ à 8 M$. Ce rôle exige une compréhension approfondie et la capacité de collaborer quotidiennement avec diverses fonctions CHEP telles que la Finance, les Systèmes d'information, les Opérations, la Logistique, la Gestion des actifs et les Ventes. De plus, vous devrez établir des interactions solides avec des contacts clés et de niveau supérieur afin de stimuler les ventes et d'accroître la satisfaction globale des clients pour divers services CHEP. Dans le cadre de notre plan stratégique global, ce poste est conçu comme un moteur clé de croissance et de génération d'opportunités au sein de l'entreprise.

Responsabilités principales

Tâches quotidiennes :

• Maintenir un contact avec 100 % du territoire client au moins 4 fois par année.
• Assurer la fidélité et la satisfaction des clients, mesurées par le NPS, en atteignant la cible NPS ou toute autre cible équivalente utilisée par l'entreprise.
• Surveiller et répondre aux demandes des clients concernant la facturation, les transactions et autres sujets liés à la santé des comptes via le centre d'appels centralisé.
• Suivre les indicateurs de performance des comptes (ratio de flux, temps de cycle, solde de clôture) pour détecter et résoudre les problèmes de santé des comptes.
• Prendre des mesures correctives concernant les audits de palettes, les soldes E négatifs, les rapports tardifs, les transactions suspendues, les factures impayées, les demandes de service CRM, etc.
• Soutenir les initiatives de santé et sécurité de CHEP.
• Répondre et résoudre toute préoccupation liée à la qualité des produits ou services.
• Éduquer les clients sur les meilleures pratiques (approche consultative). Continuer à améliorer les processus et les activités pour le bénéfice des parties prenantes.

Augmenter les revenus :

• Gérer les activités de vente et de service à la clientèle afin d'atteindre les objectifs budgétés de revenus et de rentabilité en renforçant la discipline du parc auprès des clients et en cherchant activement à combler les écarts dans les opportunités de vente pour toutes les unités d'affaires. Engager les clients sur la suite de solutions Go To Market lorsque des opportunités existent.
• Responsable de surveiller et d'améliorer les tendances de paiement des clients selon les modalités convenues de 30 jours nets. Surveiller et maintenir le DSO à ou en dessous des jours cibles, tel que mesuré par les revenus en souffrance figurant dans les rapports mensuels d'ancienneté et en réglant les soldes créditeurs.
• Mise en œuvre des meilleures pratiques – Introduire de nouveaux produits et services, promouvoir la technologie CHEP la plus récente et respecter toutes les politiques et processus. Mettre en œuvre les meilleures pratiques CHEP auprès de la clientèle. Promouvoir les options libre-service disponibles via le portail de rapports Portfolio+Plus.
• Surveillance de la santé des comptes – Maintenir un contact régulier avec les clients et répondre rapidement aux demandes. Surveiller et agir de manière constante sur la réconciliation des soldes de stock, la prévention des soldes négatifs, le codage des transactions suspendues et inconnues, la réduction des tendances de paiement, la réalisation des demandes de service CRM, etc. Il sera nécessaire de demander une compensation financière pour toute divergence de palettes et/ou de réclamer le paiement des factures impayées auprès des clients.
• Stimuler la satisfaction des clients – Maintenir des relations et des niveaux de service pour assurer la fidélité des clients. Surveiller et gérer un territoire client avec une solide connaissance des affaires et un engagement à accroître la satisfaction des clients en anticipant leurs besoins. La capacité d'analyser les données afin de présenter une proposition de valeur solide au client est un attribut clé de ce poste.
• Promouvoir le « Zéro dommage » – Soutenir les nombreuses initiatives de santé et sécurité de CHEP.

Qualifications

Formation : Baccalauréat ou Diplôme collégial

Bilingue : Français et anglais

Expérience

• 3 à 5 ans d'expérience en vente/service dans une entreprise de services
• Expérience avec des mesures financières et des indicateurs de performance clés
• Expérience réussie dans une structure matricielle
• Expérience en gestion de relations avec des comptes clients (essentiel)
• Capacité à améliorer la qualité du service pour une satisfaction client durable
• Expertise dans l'élimination des gaspillages dans les processus d'affaires en utilisant les outils Six Sigma / Lean

Compétences et connaissances

Obligatoires :

• Maîtrise de la suite Microsoft Office (Excel, PowerPoint, Outlook)
• Sens du détail – capacité à construire, maintenir, valider et analyser de grandes quantités de données
• Excellentes compétences interpersonnelles et en communication

Souhaitées :

• Connaissance des méthodologies Six Sigma / Lean
• Expérience avec SAP

Remote Type

Hybrid Remote

Skills to succeed in the role

Account Management, Adaptability, Commercial Sustainability, Continuous Process Improvement, Customer Experience (CX), Customer Partnerships, Data Analytics, Data Storytelling, Digital Customer Solutions (Dcs), Empathy, Experimenting, Our Business, Problem Resolution, Root Cause Analysis (RCA), Taking Ownership, Teamwork, Understand Customers, 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

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