TEMS Administrator

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

Purpose of the Role:

• Reporting to the Customer Contact Supervisor, the successful applicant will provide a support service for customers in the area.  This role is integral as it is the first point of contact for the customer. This role is to assist CHEP in building and maintaining solid relationships with the customer base.

Responsibilities include:

• General administration and client account reconciliations (query resolution process), inclusive of Debit Authorisations, THAAs
• Reconciling of accounts
• Credit balance investigations.
• Accurate filing of client documentation
• Managing of suspended and rejected movements
• Logging of necessary Salesforce cases.
• Logging Collection / Return orders when needed.
• Log necessary escalations to the business via Salesforce
• Submitting of weekly updates to Team Leader and Supervisor for CHEP management
• Ensuring all queries are addressed and resolved in accordance with the Business Rules.
• Entertain a good customer relationship and escalate all relevant issues to CHEP management.
• Checking of inbound documents validity – equipment, quantities etc.
• Outbound process – record keeping
• Facilitating 1-4-1 exchanges
• Identify 1-4-1 exchange clients to be converted Transfer clients where possible.  (If applicable)
• Yard duties include pallet sorting, inspection of pallet quality and reporting any problems.
• Stock counts and reconciling of the counts
• Issues orders
• Escalate all noncompliance issues to CHEP
• Liaise with problem customers to recover outstanding balances.
• Any other reasonable tasks as delegated by CHEP Management

Ideal Candidate Requirements:

• Matric & a Diploma essential, preferably studying towards a business-related Degree.
• Manual Drivers License
• 3-5 years Basic Accounts & Reconciliation, including general office duties
• 3 years Customer Service Experience
• Analytical Skills
• Excellent communication skills at all levels
• Knowledge of Salesforce, myCHEP would be an advantage; proficiency in Word & Excel is preferable.
• Team Players who are systematic, accurate, patient and service-orientated will be the best suited to handle this position.