TEMS Administrator at CHEP

Job Description
Key Responsibilities May Include:

• Build and maintain strong customer relationships through effective communication, timely query resolution, and proactive identification of potential issues.
• Reconcile customer accounts, manage equipment balances, and ensure the accurate processing of customer requests on systems such as Siebel.
• Coordinate and arrange the telephonic collection of pallets, managing EMS customer balances and suspended movements for resolution.
• Conduct site visits, schedule calls, and provide feedback and corrective recommendations to customers and Business Managers to address operational issues.
• Investigate and resolve queries from customers and internal teams, ensuring prompt follow-up and adherence to recommendations.
• Provide electronic system support to the local client base, including managing the helpdesk function where applicable.
• Perform general office administration tasks, including handling the switchboard, filing, and participating in team projects and initiatives.
• Serve as a backup for TEMS and other team members as needed, contributing to a collaborative and supportive team environment

Customer Service Administrator 

• Based in Wadeville at our customer site
• Is Customer Service your Forte? Join a dynamic team and take your career to a new level. 

Position Purpose

For a CHEP Expert to Administer, manage and control all CHEP and/or customer owned equipment at the customer premises resulting in:

• Savings realized by customers
• Reduced HP/Reduced Ave Vol on Hire
• Reduced losses due to improved controls

Key accountabilities

• The Customer Service ethos is to provide a high quality, first point of contact account management service to the customer.  This individual will work cross functionally, developing effective working relationships to ensure customer queries are resolved and the customer account is efficiently managed which will facilitate customer loyalty and high levels of customer satisfaction.  This role suits individuals who have strong interpersonal skills with the ability to build excellent customer relationships. Candidates who are focused on delivering service excellence, problems solving and have a real interest in getting things right for the customer will thrive in this role.

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.
• Managing the ordering of stock.
• 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-EWT.
• 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 and service requests to the business via Sales Force.
• Perform any ad hoc tasks as requested by management.
• Participate in Team Projects.
• Serve as backup for TEMS and other staff within the team.

Qualifications

• Matric with math and/or accounting – Essential.
• Manual drivers Licence - Essential
• Business Related Degree or Diploma or studying towards a tertiary qualification.
• Qualification in Supervisory Development Programme or equivalent is advantageous.

Experience

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

Skills and Knowledge

• Analytical Skills
• Excellent Communication Skills at all Levels
• Inventory Control Skills
• Proficiency in Word & Excel is essential.
• Time Management & Prioritisation.
• Knowledge of MyCHEP is essential.
• Knowledge of any accounting/warehouse management system would be an advantage.
• Team Players who are systematic, accurate, patient, non-aggressive and service orientated will be the best suited to handle this position.