Hire Stock Auditor - Western Cape at CHEP

Major/Key Accountabilities

Customer telephonic / Electronic Contact:

• Setting up appointments with customers and assisting with various account related queries
• E-mail correspondences to customers and the Management in accordance with the Hire Stock Audit Process.

Customer Contact:

• Make routine calls as allocated by the BM/CRM/Supervisor to customer sites to assist with and verify stock recons and agree the surplus/loss result.
• Ensure that any issues discovered at a call requiring management attention are escalated to the customer manager and BM.
• Conduct exceptional and unplanned calls when required by customers to assist in any matters relating to the stock audit process.

Responsible for query / problem resolution by:

• Ensuring all queries allocated by the CCT Supervisor are resolved in accordance with the business rules within the agreed time period.
• Ensuring queries assigned are followed through to their resolution and that the Salesforce system is annotated accordingly.
• Escalating problems to the relevant CCS/BM’s/CRM’s as required to seek resolution of conflict situations.
• Notifying the relevant customers that queries have been resolved.

Responsible for attending to tasks assigned by the Management including for example:

• Customer training and assisting and/or act as backup for CHEP Systems trainers and CCT.
• Assisting with client reconciliations
• Running and printing reports
• Collecting and consolidating information required for national co-ordination of client groups.

Salesforce Responsibilities:

• To ensure that all cases allocated in Salesforce are resolved in accordance with the business rules and within the agreed time frame.
• To record client queries and/or problems and to assign these to the correct recipient to enable resolution.
• To escalate audit results/problems to the relevant BM/CRM as required for further action.
• To provide feedback to clients regarding the resolution process of each query and/or problem and to verify with clients that issues raised by them are resolved to their satisfaction.

myCHEP Responsibilities

• Assist with Staff and Customer myCHEP training when required.
• Ensure that full knowledge is gained to provide telephone and or customer site backup for all customer related queries.
• Running, Analysing and understanding all reports.

Customer Control System Audits:Do an in-depth Customer Control System Audit at Customer’s site by:

• Analysing all aspects of the customer account, i.e. average volumes on hire, client holding periods, THAN capture efficiency, stock counts, reconciliations, etc.
• Present the findings of the Management, to the customer and Business Manager
• Offer solutions to problems identified whereby reducing CHEP equipment costs from pallet losses and breakages.
• Offer assistance/training in implementing recommended changes

Responsible for pre call planning before conducting Stock Audit calls by:

• Reviewing past contact reports and other correspondence
• Running Salesforce reports for all activities completed and outstanding since last visit.
• Check customer recon to ensure that it is in balance and that there are no outstanding queries before physical audit.
• If there are queries raise activity to CCT to clear recon queries
• Check client contacts and master file details are correct.

Responsible for Physical Stock count of CHEP equipment by:

• Arranging stock count dates with customer well in advance of Audit
• Conduct physical stock count with client.
• Correspond and arrange stock counters with suppliers and/or with internal CHEP people.
• Ensure customer are represented at stock count and if not get signed agreement from customer accepting the results. 
• Agree terms, date & time of stock count with customer.
• Assessing the controls of CHEP products at customers

Stock Audits:

• Responsible for planning (annual planning) and scheduling of Hire Stock Audits together with Asset Manager, CCS, CCT Manager and the CRM team
• Making and confirming scheduled dates with customers and ensuring representation for stock count
• Assist with and verify stock recons and agree the surplus/loss figure with Industry Managers, ensuring that the stock recon is signed by both CHEP staff and the client.

Reporting

• Weekly reporting in the required format on scheduled and unscheduled HSA’s, pallet recoveries and call plans.

General/Ad Hoc

• Assist in the set-up systems and procedures and ensure client training sessions are conducted by the Training department.
• Provide both office based and on-site support for our customers.
• Assist fellow staff whenever and however possible.
• Attending management meetings and provide feedback.
• Coordinate national stock audits as assigned by CCS.
• Attend all TRIPS/SAP training sessions and implement all the relevant processes and procedures as instructed by Change management/TRIPS teams.
• Ensure that the myCHEP system is fully mastered in order to provide telephone and or on-site backup for all customer related queries.
• Where necessary, activities to be escalated to Training team for training to be conducted or CRM for non-compliance of controls on myCHEP.

Asset Recovery/ Blackpool

• Follow up any Asset Protection & Recovery issue as required by National Internal Auditor
• Investigate Stray Equipment leads and ensure the communication of CHEP’s ownership rights.
• Coordinate Black Pool initiative with other resources to achieve desired coverage of Blackpool Recoveries.
• To participate in team projects.
• Any other task as delegated by the CCS and management.

Minimum Requirements:

• Completed Matric
• Relevant Business Diploma/Degree
• Minimum 5 years exposure to key CHEP systems
• Minimum 2 years admin and recon experience