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    Customer Operations Analyst - Orlando, United States - CHEP

    CHEP
    CHEP Orlando, United States

    2 weeks ago

    CHEP background
    Transportation / Logistics
    Description

    Position Location:

    Orlando, FL - This is a hybrid position that requires at least two in person days a month.

    Position Purpose

    This position is fundamental to ensuring the accuracy and timeliness of their assigned retail affiliations' reporting, stock balance, cycle time, flow through ratio and all customer resolution needs. The analyst will proactively work account health year-round while taking ownership of the audit process from cradle to grave and all relative SLA's and defined metrics for an assigned set of affiliations. The execution of tasks will result in a reduction in costs, improved asset controls, NPS score improvements over the assigned account base, loss negotiations, and process improvements internally and externally. In addition, focus areas include asset controls, customer adherence to stock take date approvals and customer collaboration with stock take date project.

    Major/Key Accountabilities

    • Proactive account health by taking the lead on identifying, correcting and resolving account health issues for assigned retail customers that include but not limited to: stock balance issues, inbound and outbound reporting/Portfolio issues, and providing timely feedback to customer.
    • Responsible for scheduling of audit dates, execution of entire audit process with guidance from Project Manager, reconciliation of physical count/stock balance variations, and tasked with assisting sales to finalize and close out the audit in a timely manner.
    • Resolves Customer issues that impact their audit result through utilization of independent research, customer assistance or working cross-functionally with field or in-house teams to ensure timely resolution.
    • Develop working strategy for each assigned affiliation based on needs and past history to drive process improvements internally and at the customer level.
    • Partner with Sales, Field Team, Stock Management and all relative teams to collaboratively improve work flow, customer engagement, and perform root cause analysis that will ultimately minimize the loss of assets, improve velocity and decrease damage.
    • Work proactive account health; maintain direct contact with assigned customer base to resolve outstanding account issues and account health maintenance from cradle to grave.
    • Facilitate and drive customer engagements on transactions during stock take date project.
    • Works to complete ad hoc assignments as directed by Manager.
    • Autonomous Account management issue resolution.

    Measures

    • Issue resolution metrics
    • YoY loss/surplus reduction for assigned affiliations
    • NPS improvement with assigned affiliations
    • Improved asset productivity metrics for assigned affiliations

    Authority/ Decision Making

    • Customer issue resolution
    • Transaction correction and reversals
    • Customer training needs
    • Bulk transfer review, creation and submission
    • Customer Interaction
    • Growth opportunity discovery, loss negotiations

    Challenges

    • Frustrated customer issue resolutions
    • Multi-tasking and competing priorities
    • Working with dispersed field-based teams
    • Working across time zones and cultures
    • Cross functional communication in Orlando Operations Centre
    • Conflicting KPI's with other work groups
    • Authority matrix approvals

    Key contacts

    Sales, Field team, Transaction Controls, Logistics, Customer Operations, Contracts, Stock Management.

    All CHEP Customer Affiliations that have been assigned, WIS (Third Party Counters)

    Qualifications

    • Bachelor's degree in business or related field, or equivalent job experience
    • Desired Qualifications: MBA

    Experience

    • 3-5 years CHEP experience in Sales or Customer Operations
    • 3-5 years account management or customer service experience
    • Analytical / Problem Solving / Trend analysis
    • Strong Negotiation and Excel skills
    • Working knowledge of CHEP Invoicing / Transaction Management
    • Bulk Transfers, Audit Adjustments, Declaration Processing

    Skills and Knowledge

    • Technical User of Business Analytics, SAP, Siebel, MyCHEP, BlueView, Salesforce
    • Strong understanding of retail supply chains
    • Strong organizational, communication and problem-solving skills
    • Control / Risk Assessment Expertise
    • Complex problem-solving skills coupled with excellent interpersonal skills
    • Ability to multi-task and effectively prioritize in a fast-paced and dynamic environment
    • Ability to work independently and as a self-starter

    Base pay range is $65,000-$75,000 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.

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