{"schemaVersion":"jobsearcher.job.v1","id":"9d4b19a5b5ae8a6090ea35af","url":"https://jobsearcher.com/jobs/9d4b19a5b5ae8a6090ea35af","canonicalUrl":"https://jobsearcher.com/jobs/9d4b19a5b5ae8a6090ea35af","title":"Customer Experience Representative","description":"CHEP helps move more goods to more people, in more places than any other organization on earth via our 347 million pallets, crates and containers. We employ approximately 13,000 people and operate in 60 countries. Through our pioneering and sustainable share-and-reuse business model, the world’s biggest brands trust us to help them transport their goods more efficiently, safely and with less environmental impact.\n\nWhat does that mean for you? You’ll join an international organization big enough to take you anywhere, and small enough to get you there sooner. You’ll help change how goods get to market and contribute to global sustainability. You’ll be empowered to bring your authentic self to work and be surrounded by diverse and driven professionals. And you can maximize your work-life balance and flexibility through our Hybrid Work Model .\nJob Description\nAre you ready to take on a dynamic role that puts you at the heart of customer success? As a Customer Experience Representative at CHEP, you’ll be the primary point of contact for a portfolio of customer accounts, delivering exceptional service. This position combines problem-solving, collaboration, and strategic thinking as you guide customers through solutions, resolve inquiries, and drive continuous improvement. If you’re passionate about creating outstanding customer experiences and thrive in a fast-paced environment, this is your opportunity to make an impact!\nKey Responsibilities May Include:\nMonitor and manage account health by addressing key issues, ensuring timely and effective resolution.\nAnalyze customer operational data, including cycle times and asset movements, implementing control measures to enhance accuracy and efficiency.\nLead account reconciliation processes, conducting audits and ensuring data integrity across customer portfolios.\nPrepare, track, and communicate KPI reports, providing customers with actionable insights and performance metrics to drive informed decision-making.\nIdentify opportunities for value creation, developing mutually beneficial solutions that optimize both customer satisfaction and company objectives.\nResolve customer inquiries, including invoice disputes and operational challenges, by conducting root cause analysis and providing strategic recommendations for long-term improvements.\nCollaborate with internal teams (e.g., Sales, Supply Chain, Finance, IT) to deliver seamless account management and ensure alignment with broader business goals.\nSupport the development and implementation of predictive metrics, partnering with business analytics teams to anticipate and address potential account health issues\nPosition Purpose\nThe Customer Experience Representative acts as the primary point of contact and subject matter expert for all customer needs. This role serves as a contact for customer cases and involves the ability to interpret customer needs and follow through to resolution. Each Customer Experience Representative 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.\nThis 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 Experience Representative 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.\nMajor/Key Accountabilities\nActively managing inbound and outbound calls and emails to ensure all customer requests are actioned timeously\nResponsible 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\nResponsible for proactively notifying customers of ‘at-risk’ deliveries or collections as identified by systems, carriers, and internal partners in a timely manner\nEstablish and maintain effective relationships with customers, Logistics, Operations, Sales, Account Managers\nProviding logistics support and acting as liaison between the customer and Container Logistics for any e-loads (charges), delays or amendments\nSupport Transaction Management corrections and research for stock balance accuracy\nSupport customer account health across programs and systems, such as: SAP, Blue Yonder, FourKites, Salesforce, BlueView, myCHEP, BRIX, Power BI, Medallia\nSupport the process of program implementation by proper customer education, tracking of KPIs, timely invoice payment, and establishment of relationships\nProviding program specific support to the Account Managers with regards to risk priorities and pro-active account monitoring\nResponsible for a portfolio of priority accounts for account monitoring and problem resolution\nResolving of queries, discrepancies and disputes related to billing and providing support to Finance to ensure overdue accounts receivable is being addressed\nLogging product, quality and service failures into Salesforce and escalating accordingly to Supply Chain for resolution\nPerform supplier maintenance tasks such as business reviews, account monitoring and problem resolution\nSupport customer engagement for Net Promoter Score\nContinuous process improvements for initiatives and programs\nAdditional customer trainings and sharing of best practices as required\nMeasures\nIn / Outbound Call and Email Monitoring\nCustomer Satisfaction (customer effort and quarterly transactional surveys)\nCustomer Account Monitoring & Asset Control Metrics\nResolution time for customer issues within scope (Cases)\nEnsure activities supporting customers and internal partners are performed in line with Service Level Agreements\nAuthority/ Decision Making\nWorking autonomously to manage Pallecon NA accounts\nCustomer Dispute Resolution (credits / invoice adjustments / corrections) within authority matrix\nKey contacts\nInternal\nSales, Account Management, Finance, Supply Chain & IT\nExternal\nCustomers\nQualifications\nEssential Qualifications\nBusiness related college degree or equivalent experience\nDesirable Qualifications\nSupply Chain / Logistics Qualification\nExperience\n3 – 5 Years Customer Service, Supply Chain or Account Management experience\nSkills and Knowledge\nTechnical user: SAP; Salesforce; BlueView, Blue Yonder; FourKites, MyCHEP, BRIX, PowerBI (will train)\nStrong Interpersonal & Communication skills\nDetail oriented with strong analytical skills\nHigh learning agility (complex programs and billing structures across multiple products)\nAbility to multi-task and effectively manage time and resources\nIntermediate MS Office skills (Outlook, Excel, Power Point)\nKnowledge of the manufacturer/retail industry & market, and supply chain\nContinuous improvement mindset\nAbility to work in a matrix environment\nLanguages\nEssential\nEnglish\nBase pay range is $61,680 - $80,000 annually\nSalary 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.\nDepending 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.\nRemote Type\nHybrid Remote\nSkills to succeed in the role\nAccount Management, Adaptability, Commercial Sustainability, Continuous Process Improvement, Customer Experience (CX), Customer Partnerships, Data Analytics, Data Storytelling, Digital Customer Solutions (Dcs), Empathy, Experimenting, Our Business, Problem Resolution, Root Cause Analysis (RCA), Taking Ownership, Teamwork, Understand Customers, Value Propositions\nWe are an Equal Opportunity Employer, and we are committed to developing a diverse workforce in which everyone is treated fairly, with respect, and has the opportunity to contribute to business success while realizing his or her potential. This means harnessing the unique skills and experience that each individual brings and we do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.\nIndividuals fraudulently misrepresenting themselves as Brambles or CHEP representatives have scheduled interviews and offered fraudulent employment opportunities with the intent to commit identity theft or solicit money. Brambles and CHEP never conduct interviews via online chat or request money as a term of employment. If you have a question as to the legitimacy of an interview or job offer, please contact us at recruitment@brambles.com.","company":"CHEP","rawCompany":"chep","city":"Orlando","state":"FL","isRemote":false,"isActive":false,"createdAt":"2026-07-28T04:13:00.783Z","occupations":[{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"},{"code":"43-5061.00","title":"Production, Planning, and Expediting Clerks","slug":"production-planning-and-expediting-clerks"},{"code":"29-2099.08","title":"Patient Representatives","slug":"patient-representatives"}],"industries":[{"code":"492110","title":"Couriers and Express Delivery Services","slug":"couriers-and-express-delivery-services"},{"code":"493110","title":"General Warehousing and Storage","slug":"general-warehousing-and-storage"},{"code":"561422","title":"Telemarketing Bureaus and Other Contact Centers","slug":"telemarketing-bureaus-and-other-contact-centers"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Customer Experience Representative","description":"CHEP helps move more goods to more people, in more places than any other organization on earth via our 347 million pallets, crates and containers. We employ approximately 13,000 people and operate in 60 countries. Through our pioneering and sustainable share-and-reuse business model, the world’s biggest brands trust us to help them transport their goods more efficiently, safely and with less environmental impact.\n\nWhat does that mean for you? You’ll join an international organization big enough to take you anywhere, and small enough to get you there sooner. You’ll help change how goods get to market and contribute to global sustainability. You’ll be empowered to bring your authentic self to work and be surrounded by diverse and driven professionals. And you can maximize your work-life balance and flexibility through our Hybrid Work Model .\nJob Description\nAre you ready to take on a dynamic role that puts you at the heart of customer success? As a Customer Experience Representative at CHEP, you’ll be the primary point of contact for a portfolio of customer accounts, delivering exceptional service. This position combines problem-solving, collaboration, and strategic thinking as you guide customers through solutions, resolve inquiries, and drive continuous improvement. If you’re passionate about creating outstanding customer experiences and thrive in a fast-paced environment, this is your opportunity to make an impact!\nKey Responsibilities May Include:\nMonitor and manage account health by addressing key issues, ensuring timely and effective resolution.\nAnalyze customer operational data, including cycle times and asset movements, implementing control measures to enhance accuracy and efficiency.\nLead account reconciliation processes, conducting audits and ensuring data integrity across customer portfolios.\nPrepare, track, and communicate KPI reports, providing customers with actionable insights and performance metrics to drive informed decision-making.\nIdentify opportunities for value creation, developing mutually beneficial solutions that optimize both customer satisfaction and company objectives.\nResolve customer inquiries, including invoice disputes and operational challenges, by conducting root cause analysis and providing strategic recommendations for long-term improvements.\nCollaborate with internal teams (e.g., Sales, Supply Chain, Finance, IT) to deliver seamless account management and ensure alignment with broader business goals.\nSupport the development and implementation of predictive metrics, partnering with business analytics teams to anticipate and address potential account health issues\nPosition Purpose\nThe Customer Experience Representative acts as the primary point of contact and subject matter expert for all customer needs. This role serves as a contact for customer cases and involves the ability to interpret customer needs and follow through to resolution. Each Customer Experience Representative 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.\nThis 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 Experience Representative 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.\nMajor/Key Accountabilities\nActively managing inbound and outbound calls and emails to ensure all customer requests are actioned timeously\nResponsible 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\nResponsible for proactively notifying customers of ‘at-risk’ deliveries or collections as identified by systems, carriers, and internal partners in a timely manner\nEstablish and maintain effective relationships with customers, Logistics, Operations, Sales, Account Managers\nProviding logistics support and acting as liaison between the customer and Container Logistics for any e-loads (charges), delays or amendments\nSupport Transaction Management corrections and research for stock balance accuracy\nSupport customer account health across programs and systems, such as: SAP, Blue Yonder, FourKites, Salesforce, BlueView, myCHEP, BRIX, Power BI, Medallia\nSupport the process of program implementation by proper customer education, tracking of KPIs, timely invoice payment, and establishment of relationships\nProviding program specific support to the Account Managers with regards to risk priorities and pro-active account monitoring\nResponsible for a portfolio of priority accounts for account monitoring and problem resolution\nResolving of queries, discrepancies and disputes related to billing and providing support to Finance to ensure overdue accounts receivable is being addressed\nLogging product, quality and service failures into Salesforce and escalating accordingly to Supply Chain for resolution\nPerform supplier maintenance tasks such as business reviews, account monitoring and problem resolution\nSupport customer engagement for Net Promoter Score\nContinuous process improvements for initiatives and programs\nAdditional customer trainings and sharing of best practices as required\nMeasures\nIn / Outbound Call and Email Monitoring\nCustomer Satisfaction (customer effort and quarterly transactional surveys)\nCustomer Account Monitoring & Asset Control Metrics\nResolution time for customer issues within scope (Cases)\nEnsure activities supporting customers and internal partners are performed in line with Service Level Agreements\nAuthority/ Decision Making\nWorking autonomously to manage Pallecon NA accounts\nCustomer Dispute Resolution (credits / invoice adjustments / corrections) within authority matrix\nKey contacts\nInternal\nSales, Account Management, Finance, Supply Chain & IT\nExternal\nCustomers\nQualifications\nEssential Qualifications\nBusiness related college degree or equivalent experience\nDesirable Qualifications\nSupply Chain / Logistics Qualification\nExperience\n3 – 5 Years Customer Service, Supply Chain or Account Management experience\nSkills and Knowledge\nTechnical user: SAP; Salesforce; BlueView, Blue Yonder; FourKites, MyCHEP, BRIX, PowerBI (will train)\nStrong Interpersonal & Communication skills\nDetail oriented with strong analytical skills\nHigh learning agility (complex programs and billing structures across multiple products)\nAbility to multi-task and effectively manage time and resources\nIntermediate MS Office skills (Outlook, Excel, Power Point)\nKnowledge of the manufacturer/retail industry & market, and supply chain\nContinuous improvement mindset\nAbility to work in a matrix environment\nLanguages\nEssential\nEnglish\nBase pay range is $61,680 - $80,000 annually\nSalary 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.\nDepending 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.\nRemote Type\nHybrid Remote\nSkills to succeed in the role\nAccount Management, Adaptability, Commercial Sustainability, Continuous Process Improvement, Customer Experience (CX), Customer Partnerships, Data Analytics, Data Storytelling, Digital Customer Solutions (Dcs), Empathy, Experimenting, Our Business, Problem Resolution, Root Cause Analysis (RCA), Taking Ownership, Teamwork, Understand Customers, Value Propositions\nWe are an Equal Opportunity Employer, and we are committed to developing a diverse workforce in which everyone is treated fairly, with respect, and has the opportunity to contribute to business success while realizing his or her potential. This means harnessing the unique skills and experience that each individual brings and we do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.\nIndividuals fraudulently misrepresenting themselves as Brambles or CHEP representatives have scheduled interviews and offered fraudulent employment opportunities with the intent to commit identity theft or solicit money. Brambles and CHEP never conduct interviews via online chat or request money as a term of employment. If you have a question as to the legitimacy of an interview or job offer, please contact us at recruitment@brambles.com.","datePosted":"2026-07-28T04:13:00.783Z","dateModified":"2026-07-28T04:13:00.783Z","hiringOrganization":{"@type":"Organization","name":"CHEP","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Orlando","addressRegion":"FL","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"9d4b19a5b5ae8a6090ea35af"},"url":"https://jobsearcher.com/jobs/9d4b19a5b5ae8a6090ea35af"}}