Customer Service and Asset Management Executive

CHEP helps move more goods to more people, in more places than any other organization on earth via our 347 million pallets, crates and containers. We employ approximately 13,000 people and operate in 60 countries. Through our pioneering and sustainable share-and-reuse business model, the world’s biggest brands trust us to help them transport their goods more efficiently, safely and with less environmental impact.

What does that mean for you? You’ll join an international organization big enough to take you anywhere, and small enough to get you there sooner. You’ll help change how goods get to market and contribute to global sustainability. You’ll be empowered to bring your authentic self to work and be surrounded by diverse and driven professionals. And you can maximize your work-life balance and flexibility through our Hybrid Work Model.

**Key Responsibilities May Include**:

- Lead the resolution of complex and critical customer inquiries, delivering first-level support and guiding customers through service solutions, system navigation, and business processes.
- Collaborate with internal stakeholders (e.g., Key Account Management, Finance, Operations) to troubleshoot and resolve customer issues, conducting root cause analysis and implementing long-term corrective actions.
- Oversee the resolution of billing disputes and discrepancies, ensuring accuracy in ERP systems and clear communication of outcomes to customers.
- Monitor customer account performance, utilizing control and financial reports to identify discrepancies, trends, and opportunities for process optimization.
- Maintain accurate customer records and service-related data within CRM systems, ensuring timely and accurate completion of tasks and adherence to key performance metrics.
- Support customer engagement initiatives by coaching team members, providing feedback, and fostering a positive customer experience through proactive communication and quality monitoring.
- Proactively manage high-priority issues related to service delivery and order fulfilment, working closely with internal teams such as Logistics and Operations to minimize impacts and keep customers informed.
- Contribute to continuous improvement efforts by identifying areas for operational enhancements, streamlining processes, and ensuring alignment with customer service best practices.

- Monitor and manage transaction movement for all of customer’s 3 Business Units of regular hire accounts and Buffer accounts (3 BU’s Pallet-Domestics & Export Pallecon and Automotive),

- Pre-resolve service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

- Strategizing and monitoring the daily activities of customer operation and regarding _“Case Management” _of customer interactions, transactions, comments, and complaints various channels.

- Monitoring and Control Performance of Customer Satisfaction (CSAT) and Net Promotion Score (NPS) that completed on time and target of each year.

- To provide training asset management to new/existing for both international transfer and domestics customer, including the right process and the right E-Tool, and coordinate with CHEP’s staff or customer other country as needed

- Monitoring and Analysing Account Performance of Hire/Buffer Account Providing regular reports and recommendations for improvement, attend customer meeting and presentation as need.

- Develop yearly stock audit (Qstock) and completed the plan by record to Salesforce and Auditing Performance of supplier for Stock Count of Buffer account in Bangkok and Perimeter Areas.

- Responsible for invoice accuracy and troubleshooting of invoice errors.

- Onsite service as per requests from Key contacts or customers

- Contribute to team effort by accomplishing related results as needed.

- Support other assignment or request from direct report or another department.

- To support and be window channel case support customers below 100 accounts (small size customer business).

**Remote Type**:
Hybrid Remote

**Skills to succeed in the role**:
Adaptability, Building Rapport, Commercial Sustainability, Continuous Process Improvement, Customer Experience (CX), Customer-Support, Data Storytelling, Empathy, Experimenting, Our Business, Problem Resolution, Sales Communications, Taking Ownership, Teamwork, Understand Customers

**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