Position Purpose
- The Customer Relationship Coordinator acts as the primary point of contact and subject matter expert for all customer needs. This role serves as a contact for customer service requests and involves the ability to interpret customer needs and follow through to resolution. Each Customer Relationship Coordinator 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 inquires, 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 Relationship Coordinator 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.
Scope
- Number of Countries: 3 (US, Canada, Mexico)
- Number of Locations: 800+ Supplier Locations
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.
- Responsible for optimal customer account health across programs and systems (SAP, Blue Yonder, FourKites, Salesforce, BlueView, myCHEP, BRIX, PowerBI)
- 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
- 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
- Additional customer trainings and sharing of best practices as required.
- Hybrid/Remote attendance which includes working up to (2) days in the office on a weekly basis
Measures
- Inbound / Outbound Call and Email Monitoring
- Customer Satisfaction (customer effort and quarterly transactional surveys)
- Customer Account Monitoring & Asset Control Metrics
- Resolution time for customer cases within scope
- Ensure activities supporting customers and internal partners are performed in line with Service Level Agreements
Authority/ Decision Making
- Working autonomously to manage Pallecon NA accounts
- Customer Dispute Resolution (credits / invoice adjustments / corrections) within authority matrix
Key contacts
Internal
- Sales, Account Management, Finance, Supply Chain & IT
External
Qualifications
Essential Qualifications: Business related college degree or equivalent experience
Desirable Qualifications: Supply Chain / Logistics Qualification
Experience
- 3 – 5 Years Customer Service, Supply Chain or Account Management experience
Skills and Knowledge
- Technical user: SAP; Salesforce; BlueView, Blue Yonder; FourKites, MyCHEP, BRIX, PowerBI
- Strong interpersonal & communication skills
- Strong attention to detail
- Detail oriented with strong analytical skills
- High learning agility (complex programs and billing structures across multiple products)
- Ability to multi-task to effectively manage time and utilize resources
- Intermediate MS Office skills (Outlook, Excel, Power Point)
- Knowledge of the manufacturer/retail industry and supply chain
- Continuous improvement mindset
- Ability to work in a matrix environment
Languages
Essential
Desirable
Base pay starting at $57,680.00/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.
