Customer Experience Representative

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

Are you ready to take on a dynamic role that puts you at the heart of customer success? As a Customer Experience Associate at CHEP, you'll be the first point of contact for customers, ensuring seamless supply chain operations and delivering exceptional service. This position combines problem-solving, collaboration, and strategic thinking as you guide customers through solutions, resolve complex inquiries, and drive continuous improvement.

If you're passionate about creating outstanding customer experiences and thrive in a fast-paced environment, this is your opportunity to make an impact!

Key Responsibilities May Include:

* Lead the resolution of complex and critical customer inquiries, delivering first-level support and guiding customers through service solutions, system navigation, and business processes.

* Collaborate with internal stakeholders (e.g., Key Account Management, Finance, Operations) to troubleshoot and resolve customer issues, conducting root cause analysis and implementing long-term corrective actions.

* Oversee the resolution of billing disputes and discrepancies, ensuring accuracy in ERP systems and clear communication of outcomes to customers.

* Monitor customer account performance, utilizing control and financial reports to identify discrepancies, trends, and opportunities for process optimization.

* Maintain accurate customer records and service-related data within CRM systems, ensuring timely and accurate completion of tasks and adherence to key performance metrics.

* Support customer engagement initiatives by coaching team members, providing feedback, and fostering a positive customer experience through proactive communication and quality monitoring.

* Proactively manage high-priority issues related to service delivery and order fulfilment, working closely with internal teams such as Logistics and Operations to minimize impacts and keep customers informed.

* Contribute to continuous improvement efforts by identifying areas for operational enhancements, streamlining processes, and ensuring alignment with customer service best practices.

The Customer Experience Representative acts as the primary point of contact and subject matter expert for all customer needs. This role serves as a contact for customer service requests and involves the ability to interpret customer needs and follow through to resolution. Each Customer Experience Representative will offer multi-channel support for customers and will own the funnel of customer-facing activities related to emergency order fulfillment, issue/collection creation, invoice inquires, drive self-adoption and account health related issue resolution.

This role requires a high level of expertise relating to customers in a consultative capacity to proactively seek the best customer experience, and a strong drive for results. Customer Experience Representatives need to develop close relationships and work effectively with customers, vendors, and internal partners to resolve situations, identify solutions, and facilitate thorough communication between all affected stakeholders.

Major/Key Accountabilities

* Management of daily funnel of urgent fulfilment-related issues, partnering with CHEP Logistics and carrier partners to mitigate the impact of issues and communicate thoroughly to customers

* Responsible for proactively notifying customers of 'at-risk' deliveries or collections as identified by systems, carriers, and internal partners in a timely manner

* Establish and maintain effective relationships with customers, Logistics, Operations, Sales, Account Managers

* Responsible for root cause analysis of account health drivers, leveraging creative problem solving to provide alternative solutions as necessary

* Resolve sundry customer issues that run the gamut of the customer experience in a timely manner, maintaining healthy communication with the customer

* Resolving of queries, discrepancies and disputes related to billing and providing support to Finance to ensure overdue accounts receivable is being addressed

Qualifications

* Bachelor's Degree OR equivalent supply chain / customer facing experience required

* Strong…