Tom Tani

Managing a territory of customers delivering a consistent and exceptional level of service in the eyes of customers. Improve our customer satisfaction & loyalty within assigned territory as measured through annual NPS scores.

• Implement, oversee and support customer audit and reconciliation functions for assigned territory and complete/reconcile 90% of total territory in order to maintain customer account integrity and support company policies & procedures.
• Audit CHEP equipment on rent, reconcile audits, and report the results to the customer. Negotiate and collect compensation charges.
• Ensuring that negative balances, suspended flows, unknown and rejected movements are addressed in line with company policy and procedures.
• Customer cycle time analysis and implementation of control methodologies.
• Outbound movement analysis.
• Respond to customer inquiries regarding billing, transactions, and other topics related to account health.
• Monitor and present account KPIs (Flow-Through Ratio, Cycle Time, Closing balance) to detect and resolve account health problems.
• Take corrective action on pallet audits, negative E balances, late reporting, suspended transactions, unpaid invoices, CRM Service requests, etc.
• Optimize the order process to ensure that pallets are delivered to or collected by the customer in the most cost effective way for both the customer and CHEP.
• Respond to and resolve any product or service quality related concerns.
• Educating the customers on best practices (consultative approach). Continue to improve processes and business for the benefit of the stakeholders.
• Support joint customer business plans by ensuring execution that will help grow and sustain existing business.

• Acquiring new and servicing exiting wholesale customer base.
• Increased client satisfaction by building strong relationships and addressing their needs promptly.
• Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
• Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.