Account Coordinator

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

Step into a fast‑paced, customer‑focused role where every interaction makes an impact! As part of our dynamic team, you’ll be the go‑to expert supporting customers through inbound calls and emails—delivering solutions, building relationships, and creating standout experiences that set CHEP apart.

You’ll own a defined customer portfolio, giving you a powerful platform to influence account performance and drive proactive, measurable results. This role is hands‑on, strategic, and full of variety as you collaborate daily with teams across Finance, IS, Operations, Logistics, Asset Management, and Sales—gaining unmatched exposure across the business.

What makes this role exciting? You’re not just responding to customers—you’re building strong connections with key and senior‑level contacts, identifying new opportunities, expanding services, and elevating customer satisfaction at every turn.

This position is a key growth engine for the organization. If you’re energized by problem‑solving, relationship‑building, and driving business impact, you’ll thrive here—and so will your career. Key Responsibilities May Include:

• •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

Major/Key Accountabilities

Daily Tasks:

Maintain customer contact to 100% of the territory at least 4 times per annum.

Ensure customer loyalty and satisfaction as measured through NPS achieving the NPS target or any equivalent target used by the company.

Monito and respond to customer inquiries regarding billing, transactions, and other topics related to account health via centralized inbound hub.

Monitor account KPIs (Flow-Through Ratio, Cycle Time, Closing Balance) to detect and resolve account health problems.

Take corrective action on pallet audits, negative E balances, late reporting, suspended transactions, unpaid invoices, CRM Service requests, etc.

Support CHEP Health & Safety initiatives.

Respond to and resolve any product or service quality related concerns.

Educating the customers on best practices (consultative approach). Continue to improve processes and business for the benefit of the stakeholders.

Increase Revenue Stream :

Manage sales and customer service activities to meet budgeted revenue targets and profitability levels by reinforcing pool discipline with customers and actively seeking to close the gap on sales opportunities for all business units. Engage customers on Go To Market suite of solutions where opportunities exist.

Responsible to monitor and improve the payment trends of the customers per agreed net 30-day payment terms. Monitoring and maintaining DSO at or below target days as measured through the revenue outstanding appearing on the monthly aging reports and clearing credit balances.

Best Practices Implementation – Introduce new products and services, promote latest CHEP technology and adhere to all policies and processes. Implement CHEP Best Practices across customer-base. Promote self-service options available via Portfolio+Plus reporting portal.

Account Health Monitoring – Maintain regular customer contact and timely replies to inquiries. Monitor and consistently action on stock balance reconciliation, negative stock balance prevention, suspended and unknown transaction coding, payment trend reduction, CRM service requests completion and more. Will be required to seek financial compensation for all pallet discrepancies and/or seek payment for unpaid invoices from customers.

Drive Customer Satisfaction – Maintain relationships and service levels to ensure customer loyalty. Monitor and manage a customer territory with strong business knowledge and commitment to increasing customer satisfaction through anticipation of needs. Being able to analyse data in order to present a strong value proposition to the customer is a key attribute of this position.

Promote Zero Harm – Support CHEP’s numerous Health & Safety initiatives.

Qualifications

Education: Bachelor’s degree or College Diploma

Experience

3-5 years Sales/Service experience in a service company

Worked with financial measures and Key Performance Indicators

Worked successfully in a matrix structure

Customer account relationship management experience a must

Ability to drive service quality resulting in greater and sustainable customer satisfaction

Expertise in eliminating the waste in business processes by using six sigma / lean tools

Skills and Knowledge

Required

Proficiency in Microsoft Office Suite (Excel, PowerPoint, Outlook)

Detail Oriented – ability to build, maintain, validate, and analyze, large amounts of data

Excellent interpersonal and communication skills

Preferred

Knowledge of Six Sigma/Lean methodologies

Experience working with SAP

Base pay range is $64,000 -$88,000 annually

Salary 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. Therefore, actual amounts offered may be higher or lower than the range provided. If you have questions, please speak to your Talent Acquisition Partner about the flexibility and detail of our compensation philosophy.

Dependent on the position offered, other forms of compensation may be part of a total offering beyond medical & retirement benefits and may include other monetary incentives or business benefits.

Objectif du poste

Travailler en groupe pour gérer les demandes entrantes, et offrir du soutien via des appels entrants centralisés et des courriels. L'équipe aura la responsabilité d'une base de clients fixe pour les indicateurs de santé des comptes sortants et proactifs, avec un revenu annualisé de 5 à 8 millions de dollars. Ce rôle exige une solide compréhension et la capacité de travailler quotidiennement avec diverses fonctions du CHEP telles que la finance, les systèmes