{"id":1389608,"url":"https://alion.io/job/chep-international-inc-account-coordinator","title":"Account Coordinator","company":{"id":1821708,"name":"CHEP","domain":"chep.com","url":"https://alion.io/company/chep-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":79,"open_postings":15,"ghost_share":0,"stale_share":0.8,"repost_share":0.067,"time_to_fill_p50_days":37,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Administrative","role_family":"Administrative","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mississauga, Canada","Quebec, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":37000,"max_usd":67000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":161},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false}],"status":"live","first_seen_at":"2026-09-24T00:00:00Z","employer_posted_date":"2026-09-24","last_verified_at":"2026-10-31T02:41:09Z","board_verified":true,"closed_at":null,"days_open":37,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":37},"description":"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.\nWhat 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.\nJob Description\nStep into a fast-paced, customer-focused role where every interaction makes an impact! As part of our dynamic team, you’ll be the go-to expert supporting customers through inbound calls and emails-delivering solutions, building relationships, and creating standout experiences that set CHEP apart.You’ll own a defined customer portfolio, giving you a powerful platform to influence account performance and drive proactive, measurable results. This role is hands-on, strategic, and full of variety as you collaborate daily with teams across Finance, IS, Operations, Logistics, Asset Management, and Sales-gaining unmatched exposure across the business.\nWhat makes this role exciting? You’re not just responding to customers-you’re building strong connections with key and senior-level contacts, identifying new opportunities, expanding services, and elevating customer satisfaction at every turn.\nThis position is a key growth engine for the organization. If you’re energized by problem-solving, relationship-building, and driving business impact, you’ll thrive here-and so will your career.\nKey Responsibilities May Include:\nMonitor and manage account health by addressing key issues, ensuring timely and effective resolution.\nAnalyze customer operational data, including cycle times and asset movements, implementing control measures to enhance accuracy and efficiency.\nLead account reconciliation processes, conducting audits and ensuring data integrity across customer portfolios.\nPrepare, track, and communicate KPI reports, providing customers with actionable insights and performance metrics to drive informed decision-making.\nIdentify opportunities for value creation, developing mutually beneficial solutions that optimize both customer satisfaction and company objectives.\nResolve customer inquiries, including invoice disputes and operational challenges, by conducting root cause analysis and providing strategic recommendations for long-term improvements.\nCollaborate with internal teams (e.g., Sales, Supply Chain, Finance, IT) to deliver seamless account management and ensure alignment with broader business goals.\nSupport the development and implementation of predictive metrics, partnering with business analytics teams to anticipate and address potential account health issues\nMajor/Key Accountabilities\nDaily Tasks:\nMaintain customer contact to 100% of the territory at least 4 times per annum.\n\nEnsure customer loyalty and satisfaction as measured through NPS achieving the NPS target or any equivalent target used by the company.\n\nMonito and respond to customer inquiries regarding billing, transactions, and other topics related to account health via centralized inbound hub.\n\nMonitor account KPIs (Flow-Through Ratio, Cycle Time, Closing Balance) to detect and resolve account health problems.\n\nTake corrective action on pallet audits, negative E balances, late reporting, suspended transactions, unpaid invoices, CRM Service requests, etc.\n\nSupport CHEP Health & Safety initiatives.\n\nRespond to and resolve any product or service quality related concerns.\n\nEducating the customers on best practices (consultative approach). Continue to improve processes and business for the benefit of the stakeholders.\n\nIncrease Revenue Stream:\nManage sales and customer service activities to meet budgeted revenue targets and profitability levels by reinforcing pool discipline with customers and actively seeking to close the gap on sales opportunities for all business units. Engage customers on Go To Market suite of solutions where opportunities exist.\n\nResponsible to monitor and improve the payment trends of the customers per agreed net 30-day payment terms. Monitoring and maintaining DSO at or below target days as measured through the revenue outstanding appearing on the monthly aging reports and clearing credit balances.\n\nBest Practices Implementation - Introduce new products and services, promote latest CHEP technology and adhere to all policies and processes. Implement CHEP Best Practices across customer-base. Promote self-service options available via Portfolio+Plus reporting portal.\n\nAccount Health Monitoring - Maintain regular customer contact and timely replies to inquiries. Monitor and consistently action on stock balance reconciliation, negative stock balance prevention, suspended and unknown transaction coding, payment trend reduction, CRM service requests completion and more. Will be required to seek financial compensation for all pallet discrepancies and/or seek payment for unpaid invoices from customers.\n\nDrive Customer Satisfaction - Maintain relationships and service levels to ensure customer loyalty. Monitor and manage a customer territory with strong business knowledge and commitment to increasing customer satisfaction through anticipation of needs. Being able to analyse data in order to present a strong value proposition to the customer is a key attribute of this position.\n\nPromote Zero Harm - Support CHEP’s numerous Health & Safety initiatives.\n\nQualifications\nEducation: Bachelor’s degree or College Diploma\n\nExperience\n3-5 years Sales/Service experience in a service company\n\nWorked with financial measures and Key Performance Indicators\n\nWorked successfully in a matrix structure\n\nCustomer account relationship management experience a must\n\nAbility to drive service quality resulting in greater and sustainable customer satisfaction\n\nExpertise in eliminating the waste in business processes by using six sigma / lean tools\n\nSkills and Knowledge\nRequired\nProficiency in Microsoft Office Suite (Excel, PowerPoint, Outlook)\n\nDetail Oriented - ability to build, maintain, validate, and analyze, large amounts of data\n\nExcellent interpersonal and communication skills\n\nPreferred\nKnowledge of Six Sigma/Lean methodologies\n\nExperience working with SAP\n\nBase pay range is $64,000 -$88,000 annually\nSalary 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.\nDependent 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.\nObjectif du poste\nTravailler en groupe pour gérer les demandes entrantes, et offrir du soutien via des appels entrants centralisés et des courriels. L'équipe aura la responsabilité d'une base de clients fixe pour les indicateurs de santé des comptes sortants et proactifs, avec un revenu annualisé de 5 à 8 millions de dollars. Ce rôle exige une solide compréhension et la capacité de travailler quotidiennement avec diverses fonctions du CHEP telles que la finance, les systèmes d'information, les opérations, la logistique, la gestion d'actifs et les ventes. De plus, vous devrez établir une forte interaction client avec des contacts clés et de haut niveau afin de faire croître les ventes et d'augmenter la satisfaction globale des clients pour divers services CHEP. Dans le cadre de notre plan stratégique global, ce poste est conçu comme un moteur clé de croissance et de création d'opportunités au sein de l'entreprise.\nResponsabilités majeures/clés\nTâches quotidiennes :\nMaintenir le contact avec les clients à 100% du territoire au moins 4 fois par année.\nAssurez-vous que la fidélité et la satisfaction des clients soient mesurées par le NPS atteignant l'objectif NPS ou tout objectif équivalent utilisé par l'entreprise.\nMonito et répondez aux demandes des clients concernant la facturation, les transactions et d'autres sujets liés à la santé des comptes via un hub entrant centralisé.\nSurveillez les KPI du compte (ratio de flux, temps de cycle, solde de clôture) pour détecter et résoudre les problèmes de santé du compte.\nPrenez des mesures correctives lors des audits de palettes, soldes E négatifs, retards de déclaration, transactions suspendues, factures impayées, demandes de services CRM, etc.\nSoutenez les initiatives de santé et sécurité du CHEP.\nRépondre et résoudre toute question liée à la qualité des produits ou services.\nÉduquer les clients sur les meilleures pratiques (approche consultatif). Continuez à améliorer les processus et les affaires au bénéfice des parties prenantes.\nAugmenter la source de revenus :\nGérer les activités de vente et de service à la clientèle afin d'atteindre les objectifs de revenus et les niveaux de rentabilité prévus en renforçant la discipline du bassin avec les clients et en cherchant activement à combler l'écart d'opportunités de vente pour toutes les unités d'affaires. Engagez les clients sur la suite de solutions Go To Market où des opportunités existent.\nResponsable de surveiller et d'améliorer les tendances de paiement des clients selon les conditions de paiement netes de 30 jours convenues. Surveiller et maintenir les DSO aux jours cibles ou en dessous, mesuré par les revenus en cours figurant dans les rapports mensuels de vieillissement et compensation des soldes de crédit.\nMise en œuvre des meilleures pratiques - Introduire de nouveaux produits et services, promouvoir les dernières technologies CHEP et respecter toutes les politiques et processus. Mettre en œuvre les meilleures pratiques du CHEP à l'échelle de la clientèle. Faites la promotion des options de libre-service disponibles via le portail de déclaration Portfolio+Plus.\nSurveillance de la santé du compte - Maintenez un contact régulier avec les clients et des réponses rapides aux demandes. Surveillez et agissez de façon constante sur la réconciliation des soldes d'actions, la prévention des soldes négatifs des actions, le codage des transactions suspendues et inconnues, la réduction des tendances de paiement, la complétion des demandes de services CRM et plus encore. Vous devrez demander une compensation financière pour toutes les anomalies de palettes et/ou demander le paiement des factures impayées auprès des clients.\nFavoriser la satisfaction client - Maintenez des relations et des niveaux de service afin d'assurer la fidélité des clients. Surveillez et gérez un territoire client avec une solide connaissance des affaires et un engagement à accroître la satisfaction de la clientèle en anticipant les besoins. Être capable d'analyser les données afin de présenter une proposition de valeur solide au client est une caractéristique clé de ce poste.\nPromouvoir zéro dommage - Soutenez les nombreuses initiatives de santé et sécurité de CHEP.\nQualifications\nÉducation : Baccalauréat ou diplôme collégial\n\nExpérience\n3 à 5 ans d'expérience en vente/service dans une entreprise de services\nA travaillé avec des mesures financières et des indicateurs clés de performance\nFonctionnait avec succès dans une structure matricielle\nL'expérience en gestion des relations avec les comptes clients est indispensable\nCapacité à...","description_format":"text","description_chars":14028,"description_truncated":true,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[]},"benefits":["Hybrid work"],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Consumer Goods","Transportation & Logistics","Supply Chain"],"lifecycle":[{"event":"open","at":"2026-09-28T11:14:30Z"}],"visa":[],"liveness":{"score":32,"band":"fade","label":"Fading","p_open":1,"p_active":0.585,"p_room":0.55,"age_days":37,"expected_fill_days":37,"reasons":["conf:3","stale_co","velocity","win:tail","comp:brand"],"computed_at":"2026-10-31T05:58:55Z"},"pay":null,"html_url":"https://alion.io/job/chep-international-inc-account-coordinator","json_url":"https://alion.io/job/chep-international-inc-account-coordinator.json","meta":{"generated_at":"2026-10-31T11:43:32Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":18060,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-01T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1821708},"rest":"https://alion.io/mcp/rest/get_company?id=1821708"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fchep-international-inc-account-coordinator"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fchep-international-inc-account-coordinator"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fchep-international-inc-account-coordinator"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/chep-international-inc-account-coordinator\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fchep-international-inc-account-coordinator"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1389608}},{"tool":"search_jobs","arguments":{"company":"chep.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1389608},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}