Account Coordinator

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 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.

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

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…