Position Purpose :
For a CHEP Expert to Administer, manage and control all CHEP and / or customer owned equipment at the customer sites nationally.
Core focus of this position is to entrench the CHEP Value Add into the customers business by effectively managing their equipment to achieve :
Key Accountabilities :
The Customer Service ethos is to provide a high quality, first point of contact account management service to the customer.
This individual will work cross regionally, developing effective working relationships to ensure customer queries are resolved and the customer account is efficiently managed which will facilitate customer loyalty and high levels of customer satisfaction.
This role suits individuals who have strong interpersonal skills with the ability to build excellent customer relationships.
Candidates who are focused on delivering service excellence, problems solving and have a real interest in getting things right for the customer will thrive in this role.
Responsibilities include :
National Reconciliation of accounts (4-12) and management of equipment
Nationally assist with the resolution of queries to clear the customer accounts
Reconciling Monthly / Quarterly stock counts submitted by the onsite Equipment Controller and report on variances
Review Customer Control Systems for inefficiencies and make recommendations
Manage customer offsite depots / warehouses with the assistance of the onsite Equipment Controller
Assist the onsite TEMS with Suspended Movements resolution & Credit Balance Investigations
Assist the onsite TEMS with creating issues / orders on myCHEP
Regular plant sweeps to identify misuse / staggering equipment and report on the financial implications
Auditing of Equipment Controller responsibilities to ensure adherence to processes
Alerting Customer Management of potential losses or risks per account and reporting thereon
Manage the balance for exchange customers nationally by escalating failed recoveries
Conduct Master data audits on each account and effect relevant clean up action
Liaise with problem customers to recover outstanding equipment
Enhance strong relationships with all customer stakeholders (suppliers, customers, transporters, staff, management) to ensure optimal efficiencies.
Maintaining good relations and communication with onsite Admin Clerks and Equipment Controllers.
Train, Guide and support customer staff on the equipment management process
Attend customer management meetings as required
Reporting on service failures and actions taken to prevent their recurrence.
Reporting on weekly escalations, customer visits, other site visits, driver non-compliance, failed recoveries and failure to action recommendations
Consolidation of regional sites data into a monthly / weekly report for the Customer
Compiling and Presenting Key Performance Indicator reporting for customer and internal management
Identification of new conversion opportunities to increase CHEP overall integration into customer supply chain
Log necessary escalations to the business via Siebel
Logging of necessary activities and Service Requests in Siebel
Any adhoc tasks as requested by management
Required Qualification, Experience and Skills
Matric & Diploma Essential.
Preferably achieved or studying towards a further tertiary qualification.
Qualification in Supervisory Development Programme or equivalent is advantageous
Manual Drivers Licence
3-5 years Accounts & Reconciliation
2-3 years CHEP customer support
Demonstrated knowledge and application of Customer Support functions
Complex problem- solving skills
Adaptability and flexibility while in a state of constant change
Demonstrated ability to lead others and develop additional skill sets in others.
Demonstrated ability to take initiative to drive results.
Proven peer leadership with proven results in driving improvement
Strong communication and presentation skills (verbal and written)
Excellent interpersonal skills
Ability to multi-task and effectively prioritize in a fast-paced and dynamic environment
Proficiency with Microsoft Office, Excel, Business Warehouse, SAP and Siebel