Now Hiring - CHEP - Territory Account Representative - Field Based - Columbus, OH in Columbus, OH

Full description of the position

The Territory Account Representative will be expected to deliver a seamless customer experience from contract acceptance to strategic partnership. This position is Field based and 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. 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.

Location: Location: This is a field position which that covers southern Ohio (except Cincinnati) which includes Columbus and Dayton. The position is based in the Columbus, OH area.

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
• Customer location contacts (various) and end users

QUALIFICATIONS & EXPERIENCE

• Bachelor’s degree in Business or related field or equivalent job experience.
• 3-5 years Customer Service / Customer Relationship Management (B2B or B2C)
• 1-2 Years prior CHEP experience desired (within Logistics/supply chain industry)
• 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)

The general salary range for this position is noted above, the actual pay offered will be determined based on relevant business and candidate factors including but not limited to skills, qualifications, depth of experience, geographic location and business or organizational needs.

Job Type: Full-time

Pay: $75,000.00 - $95,000.00 per year

Benefits:

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

Schedule:

• Monday to Friday

Work Location: On the road