Job Opportunities at CHEP

Position Purpose

• The Demand Manager acts as a pivotal liaison between the business and Technology Services teams, ensuring the seamless identification, analysis, prioritization, and alignment of Information and Technology (I&T) demands with both regional and global business objectives. This role is instrumental in collaborating with the domain Leadership Team to drive effective program governance, strategic road mapping, and the formulation of comprehensive program strategies and high-level plans for domain deliverables. By fostering strong partnerships and maintaining a strategic focus, the Demand Manager contributes to the successful realization of business goals through optimized technology solutions

Key Accountabilities

• Business Relationship: Build and maintain strong relationships with key stakeholders to ensure alignment of Technology Services with business needs.
• Strategic Alignment: Understand the strategic objectives of the business function and identify how Technology Services (TS) can support and enhance these objectives. Responsible for creating and maintaining a strategic roadmap within their domain, proactively aligning regional and global strategic priorities.
• Demand Management: Gather and manage Technology Services and resource demands from the corresponding domain area. Prioritize these demands based on value accretive opportunities, feasibility, business impact, and resource availability.
• Maintain a demand pipeline, ensuring alignment with regional and global priorities.
• Solution Delivery: Collaborate with business and technology teams to translate regional/global requirements into technical solutions. Oversee the implementation of Technology Services projects to ensure they meet regional/global business needs and support post-implementation reviews.
• Project & Programme Support: Support the planning, execution, resource management and delivery of Technology Services projects to ensure they meet business requirements and are delivered on time and within budget.
• Governance and Reporting: Drive governance for the demand management process and strategic road-mapping with Business and Technology Services leadership teams. Provide regular updates on demand pipeline status, resource allocation, and project status.
• Stakeholder Collaboration: Communicate with Technology Services and Business Leadership to convey strategy, direction, and changes. In collaboration with Programme and Regional Leads, provide recommendations for project/program adjustments. Maintain clear and consistent communication with all stakeholders regarding the status and progress of IT demands.
• Reporting and Analytics: Monitor and manage the budget for IT demands, ensuring cost-effective use of resources. Generate regular reports on demand status, trends, and performance metrics to inform decision-making. Track the performance of IT demand management processes and make adjustments as needed to improve outcomes.

Key Requirements

• Bachelor’s Degree, Computer Science, Management Information Systems, or relevant Business field preferred or equivalent combination of education/experience.
• 6+ years management information systems experience
• Scrum Master and Product Owner qualifications (PSM/PSPO)
• Project/Program Management qualifications (PMP/PgMP
• Strong process and data skills
• Practical, hands-on personality
• Proven track record of managing IT projects or solutions in supply chain operations

Skills and Knowledge

• Proficiency in gathering, managing, and prioritizing Technology Services and resource demands based on business impact and resource availability.
• Stakeholder Management: Ability to build and maintain strong relationships with key stakeholders to ensure alignment of Technology Services with business needs.
• Strategic Thinking: Understanding of business strategic objectives and the ability to align Technology Services to support and enhance these objectives..
• Analytical Skills: Strong analytical abilities to evaluate feasibility, plan resource capacity, and make data-driven decisions.
• Communication: Excellent communication skills to convey strategy, direction, and changes to stakeholders and ensure clear and consistent updates on demand status and progress.
• Governance and Reporting: Experience in driving governance processes and providing regular updates on demand pipeline status, resource allocation, and project status.
• Problem-Solving: Ability to identify and resolve issues promptly and efficiently, ensuring the smooth execution of Technology Services projects.
• Budget Management: Skills in monitoring and managing budgets for IT demands, ensuring cost-effective use of resources.
• Continuous Improvement: Commitment to identifying opportunities for process improvements and implementing best practices to enhance demand management efficiency and effectiveness.

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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.