Coordinator, Customer Contact at CHEP

Position Purpose:  

• Reporting to the Customer Contact Supervisor, the successful applicant will provide a support service for customers in the area.  This role is integral as it is the first point of contact for the customer.  This role is to assist CHEP in building and maintain solid relationships with the customer base.

Responsibilities include:

• Maintaining a strong relationship with the customer through query resolution and proactive identification of potential issues
• Customer account reconciliations
• Conducting Online Visits and Scheduled calls and providing feedback and corrective recommendations to the customer and Business Manager
• Identification and Investigation of credit equipment balances
• Analysis and resolution of suspended movements
• Investigate and resolve queries from the business & customers
• Follow up with customer and business to ensure the recommendations are adhered
• Accurate processing of client requests on company support systems
• Electronic System Support to local client base
• Manage and support the helpdesk function (if applicable)
• General office administration such as switchboard, filing and other duties
• Participate in Team Projects
• Serve as backup for TEMS and other staff within the team at customer sites
• Ensue that SLA/CX milestones and targets are adhered to.
• Support with reporting on cases/tasks for the team.
• Assist in any other task as delegated by management.

Qualifications

• Essential: Matric & a Diploma  
• Preferably studying towards a business-related degree.
• Manual Drivers Licence

Experience 

• 3-5 years Basic Accounts & Reconciliation, including general office duties
• 3 years Customer Service Experience

Skills and Knowledge 

• Analytical Skills
• Excellent communication skills at all levels
• Knowledge of Sales Forces, MyChep and EDI would be an advantage; proficiency in Word & Excel is preferable.
• Team Players who are systematic, accurate, patient, non-aggressive and service orientated will be the best suited to handle this position.