Bilingual; French​/English Account Coordinator

Position: Bilingual (French/English) Account Coordinator

Description

Step into a fast‑paced, customer‑focused role where every interaction makes an impact! As part of our dynamic team, you’ll be the go‑to expert supporting customers through inbound calls and emails—delivering solutions, building relationships, and creating standout experiences that set CHEP apart.
You’ll own a defined customer portfolio, giving you a powerful platform to influence account performance and drive proactive, measurable results. This role is hands‑on, strategic, and full of variety as you collaborate daily with teams across Finance, IS, Operations, Logistics, Asset Management, and Sales—gaining unmatched exposure across the business.
What makes this role exciting? You’re not just responding to customers—you’re building strong connections with key and senior‑level contacts, identifying new opportunities, expanding services, and elevating customer satisfaction at every turn.
This position is a key growth engine for the organization. If you’re energized by problem‑solving, relationship‑building, and driving business impact, you’ll thrive here—and so will your career.

Must be fluent in French & English for verbal and written communications

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.

MUST be fluent in French & English

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…