Responsibilities include:


General administration and customer account processing and reconciliations (query resolution process), inclusive of Debit Authorisations, THAAs
Processing of customer transfer hire notes
Reconciliation of accounts and controlling of equipment
Manage 1-4-1 Exchanges
Conducting Daily/Weekly/Monthly/Quarterly stock counts
Conducting health checks and providing feedback to the relevant clients and staff (if applicable)
Investigation and resolving credit equipment balances
Investigation and resolving suspended movements
Investigate and resolve queries from the customers supply chain partners
Ordering of stock
Arranging transport – Sending transport schedule daily to logistics
Weekly/Monthly Reporting – Customer & Internal Reporting
Logging Collection / Return orders when needed.
Regular plant sweeps to identify misuse of CHEP equipment
Equipment quality check – Reporting damages
Demand planning vs Forecast and Collection
Maintaining a strong relationship with the customer through query resolution and proactive identification of potential issues.
Identification of new conversion opportunities to increase CHEP overall integration into customer supply chain
Compiling and Presenting Key Performance Indicator reporting for customer and internal management
Log necessary escalations to the business via Sales Force
Logging of necessary activities and Service Requests in Sales Force
Any adhoc tasks as requested by management


Operational duties: (If Applicable)


Forklift duties
Loading and offloading of vehicles when required
Assembling bins and prepping them for production
Any other ADHOC requirements per site as per agreed SLA for example: packaging specification updates, additional reporting, etc


Measures


Customer Satisfaction
Improvements suggested and implemented
Maintaining service level as per agreed SLA
Reduction in Losses/Compensations
RHP
FTR
EMS


Scope


Complete Equipment Management Solution for the customer


Authority/ Decision Making


Decisions supporting the resolution of customer queries and investigations
Authority to make recommendations to customers
Financial and transactional approvals as per global authorisation matrix


Challenges


Ability to function autonomously with limited access to immediate manager.
Resolving difficult and complex queries
Dealing with difficult customers
Delivering high quality customer service at all times
Exceeding customer expectations
Managing and delivering on agreed SLA’s


Qualifications


Matric + Diploma Essential.
Preferably studying towards a business degree.
Manual Drivers Licence
Forklift Licence an advantage


Experience


3-5 years Accounts & Reconciliation
3 years Customer Service
1-2 years CHEP customer support