Customer Representative

About the Company

Are you ready to take on a dynamic role that puts you at the heart of customer success? As a Customer Experience Representative at CHEP, you’ll be the primary point of contact for a portfolio of customer accounts, delivering exceptional service. This position combines problem-solving, collaboration, and strategic thinking as you guide customers through solutions, resolve 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!

About the Role

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 cases and involves the ability to interpret customer needs and follow through to resolution. Each Customer Experience Representative will support customers via phone and mailbox and will own the funnel of customer-facing activities related to emergency order fulfillment, issue/collection creation, invoice inquiries, drive self-adoption and critical issue resolution. This role requires a high level of expertise relating to customers in a consultative capacity to proactively identify account health related issues and seeking the best customer experience, with a strong drive for results. The Customer Experience Representative needs 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.

Responsibilities

• 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.

Qualifications

• 3 – 5 Years Customer Service, Supply Chain or Account Management experience
• Required Skills: Technical user: SAP; Salesforce; BlueView, Blue Yonder; FourKites, MyCHEP, BRIX, PowerBI (will train)
• Strong Interpersonal & Communication skills
• Detail oriented with strong analytical skills
• High learning agility (complex programs and billing structures across multiple products)
• Ability to multi-task and effectively manage time and resources
• Intermediate MS Office skills (Outlook, Excel, Power Point)
• Knowledge of the manufacturer/retail industry & market, and supply chain
• Continuous improvement mindset
• Ability to work in a matrix environment

Preferred Skills

• Providing logistics support and acting as liaison between the customer and Container Logistics for any e-loads (charges), delays or amendments
• Support Transaction Management corrections and research for stock balance accuracy
• Support customer account health across programs and systems, such as: SAP, Blue Yonder, FourKites, Salesforce, BlueView, myCHEP, BRIX, Power BI, Medallia
• Support the process of program implementation by proper customer education, tracking of KPIs, timely invoice payment, and establishment of relationships
• Support the development and implementation of predictive metrics, partnering with business analytics teams to anticipate and address potential account health issues

What we offer

• Competitive Pay
• Benefits: 401K w/ company match (up to 4%), FREE company-paid vision, short-term disability, and life insurance!!
• FREE company-provided PPE and safety equipment
• Tuition reimbursement, parental leave, childcare assistance, profit sharing, and MORE!
• Base pay range is $61,680 - $80,000 annually