Now Hiring - Field Account Representative in Orange, CA

• THIS POSITION IS BASED IN THE ORANGE COUNTY, CA AREA

POSITION PURPOSE
Being able to deliver a seamless customer experience from contract acceptance to strategic partnership. This position is responsible for building and managing customer relationships, regarding CHEP assets, for assigned accounts through physical visits to customer locations and strategic alignment with CHEP commercial functions.

The main function is to deliver customer value through the program by providing timely issue resolution, developing relationships, and identifying solutions and services that the customer wants. Success in the role will allow the business to grow because of the improvements in customer experience, customer retention, customer satisfaction and customer loyalty.

• MAJOR / KEY ACCOUNTABILITIES
• Develops and fosters customer relationships as the local expert for the CHEP program for accounts within assigned territory.
• Develops multi-tiered location-level relationships and delivers a consistent approach to the customer through journey planning to ensure that customer loyalty drivers and life cycle touch points are resolved in a timely manner.
• Maintains account health by ensuring the CHEP program and value proposition is leveraged with each customer interaction and provides transparent timely feedback to the customer to ensure overall account health is achieved for each location in assigned territory.
• Supports all business objectives and efforts regarding profitability and asset utilization, including: growth through lane expansion, platform launches, location level on-boarding and intel gathering through retail store level visits.
• Works with Commercial Sales Directors and Sales Managers to develop and implement customer specific supply chain savings initiatives that coordinate with strategic goals set by customer and CHEP commercial team.
• Delivers issue resolution at location level by working cross functionally and in conjunction with Orlando-based Customer Service teams, and field Commercial teams to proactively maintain account health & controls.
• Works with cross functional team members within Logistics, Transportation and Operations to: reduce product and service failures within assigned territory, identify savings opportunities for customers, or deliver other supply chain efficiencies because of leveraging CHEP within the supply chain.
• Proactively manage asset productivity initiatives such as damage rate reduction and asset reuse helping to reduce rejections, cancellations and backlogs.
• Resolves customer issues regarding pallet quality and ensures customer alignment of the CHEP Pallet spec thru Pallet Quest training, on-site quality audits and Pallet Handling training.
• Adheres to and promotes Zero Harm by ensuring all organization expectations and assignments are executed with precision.

MEASURES

• Targeted account health metrics
• Customer Effort Score
• Customer Loyalty (NPS) and Customer Satisfaction
• Response time to customer requests
• Asset Productivity and loss reduction
• Adoption of customer interfaces / cost to serve reduction
• Organizational profitability and network growth

AUTHORITY / DECISION MAKING

• Identify customer issues and drive to resolution
• Can identify growth opportunities or commercial issues

KEY CONTACTS

• Commercial Sales (Field and Orlando Based)
• Orlando Based Customer Service
• Logistics, Transportation, Planning, Operations
• Asset Recovery
• Finance

External:

• Customer location contacts (various) and end users

QUALIFICATIONS
Bachelor’s degree in Business or related field or equivalent job experience.

EXPERIENCE

• 3-5 years Customer Service / Customer Relationship Management (B2B or B2C)
• Knowledge of key Operations, Logistics, Finance, Sales activities

SKILLS AND KNOWLEDGE

• Strong problem solving, organizational, decision-making, communication and presentation skills
• Technology and system solutions savvy
• Strong relationship building & interpersonal skills
• Flexibility in a changing market and culture
• Continuous Improvement mindset
• Customer Relationship Management utilizing Siebel / Salesforce
• Demonstration and proven abilities working in a Matrix Environment
• Intermediate MS Office skills (Outlook, Word, Excel, PowerPoint)

Job Type: Full-time

Pay: $75,000.00 - $85,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to commute/relocate:

• Orange, CA: Reliably commute or planning to relocate before starting work (Required)

Work Location: One location