Major/Key Accountabilities* Actively managing inbound and outbound calls and emails to ensure all customer requests are actioned timeously* Responsible for autonomously managing the daily funnel of urgent fulfilment-related issues within the assigned region, 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* 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* Providing program specific support to the Account Managers with regards to risk priorities and pro-active account monitoring* Responsible for a portfolio of priority accounts for account monitoring and problem resolution* Resolving of queries, discrepancies and disputes related to billing and providing support to Finance to ensure overdue accounts receivable is being addressed* Logging product, quality and service failures into Salesforce and escalating accordingly to Supply Chain for resolution* Perform supplier maintenance tasks such as business reviews, account monitoring and problem resolution* Support customer engagement for Net Promoter Score* Continuous process improvements for initiatives and programs* Additional customer trainings and sharing of best practices as requiredMeasures* In / Outbound Call and Email Monitoring* Customer Satisfaction (customer effort and quarterly transactional surveys)* Customer Account Monitoring & Asset Control Metrics* Resolution time for customer issues within scope (Cases)* Ensure activities supporting customers and internal partners are performed in line with Service Level AgreementsAuthority/ Decision Making* Working autonomously to manage Pallecon NA accounts* Customer Dispute Resolution (credits / invoice adjustments / corrections) within authority matrixKey contactsInternal* Sales, Account Management, Finance, Supply Chain & ITExternal* CustomersQualificationsEssential QualificationsBusiness related college degree or equivalent experienceDesirable QualificationsSupply Chain / Logistics QualificationExperience* 3 - 5 Years Customer Service, Supply Chain or Account Management experienceSkills and Knowledge* 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 environmentLanguagesEssential* EnglishBase pay range is $61,680 - $80,000 annuallySalary ranges provided take into account a wide variety of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications, geographic differentials and other business and organizational needs. 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.*