Customer Engagement Representative

Position Purpose

The Customer Engagement Representative acts as the primary point of contact and subject matter expert for all customer needs. Customer Engagement 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 Engagement 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.

Scope

• Annual Revenue Budget: $0
• Number of Countries: 1
• Number of Locations: Variable depending on customer base

Measure

• In / Outbound Call and Email Monitoring
• Customer Satisfaction (customer effort and quarterly transactional surveys)
• Customer Account Health Monitoring & Asset Control Metrics
• Service Level Agreements Management

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

Challenges/Problem Solving

• Transactional errors, Invoice discrepancies, Negative pallet balances, Rental escrow days

Authority/ Decision Making

• Working autonomously to manage account base
• Customer problem resolution
• Analyze and validate customer invoicing adjustments
• Process improvements and/or process design
• Working in a matrix environment

Key contacts

Internal :

• Sales
• Customer Service
• Transaction Management
• Logistics
• Operations
• Account Admin
• Finance

External:

• CHEP Customers
• Vendors (Transportation & Operations)

Qualifications

Essential Qualifications:

• Bachelor’s Degree or equivalent supply chain / customer facing experience required

Desirable Qualifications:

• Able to work flexible hours

Experience

• Customer Service, Supply Chain, or Account Management experience

Skills and Knowledge

• Customer Focused
• Detail oriented, good data management skills
• Excellent communication skills
• Ability to multi-task and effectively manage time and resources
• Strong problem-solving skills

Languages

Essential:

• English

Desirable:

• Spanish