TEMS Administrator - FTC at CHEP

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