Customer Engagement Representative

The Customer Engagement Representative acts as the primary point of contact and subject matter expert for all customer needs. Customer Engagement Representative will offer multi-channel support for customers and will own the funnel of customer-facing activities related to emergency order fulfillment, issue/collection creation, invoice inquires, drive self-adoption and account health related issue resolution.

This role requires a high level of expertise relating to customers in a consultative capacity to proactively seek the best customer experience, and a strong drive for results. Customer Engagement Representatives need to develop close relationships and work effectively with customers, vendors, and internal partners to resolve situations, identify solutions, and facilitate thorough communication between all affected stakeholders.

Major/Key AccountabilitiesManagement of daily funnel of urgent fulfilment-related issues, partnering with CHEP Logistics and carrier partners to mitigate the impact of issues and communicate thoroughly to customers.Responsible for proactively notifying customers of ‘at-risk’ deliveries or collections as identified by systems, carriers, and internal partners in a timely manner.Establish and maintain effective relationships with customers, Logistics, Operations, Sales, Account ManagersResponsible for root cause analysis of account health drivers, leveraging creative problem solving to provide alternative solutions as necessary.Resolve sundry customer issues that run the gamut of the customer experience in a timely manner, maintaining healthy communication with the customer.Resolving of queries, discrepancies and disputes related to billing and providing support to Finance to ensure overdue accounts receivable is being addressed.QualificationsBachelor’s Degree or equivalent supply chain / customer facing experience requiredAbility to work flexible hours desired

ExperienceCustomer Service, Supply Chain, or Account Management experience

Skills and Knowledge• Customer Focused and able to deliver a superior customer experience• Self-motivated and able to work independently• Detail oriented, good data management skills• Superb communication skills• Ability to multi-task and effectively manage time and resources, and diverse systems• Strong critical thinking skills

The salary range for this position is $56,000 to $86,500 per year. Salary ranges provided take into account a wide variety of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications, geographic differentials and other business and organizational needs. Therefore, actual amounts offered may be higher or lower than the range provided. If you have questions, please speak to your Talent Acquisition Partner about the flexibility and detail of our compensation philosophy. Dependent on the position offered, other forms of compensation may be part of a total offering beyond medical & retirement benefits and may include other monetary incentives or business benefits.

We are an Equal Opportunity Employer and we are committed to developing a diverse workforce in which everyone is treated fairly, with respect, and has the opportunity to contribute to business success while realizing his or her potential. This means harnessing the unique skills and experience that each individual brings and we do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.