Position Purpose
The Pallet Controller is responsible for the management, reconciliation and control of all hired and company-owned pallets across operations. The role ensures pallet balances are accurately maintained, discrepancies are investigated and resolved, and pallet-related costs are effectively managed.
In addition to pallet management, the position provides operational and administrative support across warehouse, logistics, returns, customer service and inventory functions. The role is designed to improve accountability, strengthen process ownership, support business continuity and provide operational redundancy across key functions.
Key Responsibilities
Pallet Management & Control
Manage all CHEP, LOSCAM and company-owned pallet accounts.
Reconcile pallet transactions between internal systems, customer accounts and pallet providers.
Investigate and resolve pallet discrepancies, shortages and customer claims.
Monitor pallet balances, transfers, recoveries and hire charges.
Liaise with customers, transport providers and pallet suppliers regarding pallet account issues.
Ensure accurate pallet reporting and provide regular performance updates to management.
Identify opportunities to reduce pallet losses and associated costs.
Returns Management
Assume ownership of stock returns and product return processes.
Develop and maintain a structured returns management process.
Monitor outstanding returns and ensure timely resolution.
Investigate recurring return issues and recommend corrective actions.
Maintain accurate returns reporting and documentation.
Customer Service & Order Administration
Support customer service activities relating to stock, pallet and logistics enquiries.
Manage administrative activities associated with customer orders.
Coordinate the closure of completed orders, particularly made-to-order customer orders.
Liaise with internal stakeholders to ensure customer requirements are met and administrative processes are completed accurately.
Assist in the management of customer portals and customer-related documentation.
Warehouse Administration & Reporting
Prepare and maintain operational reports relating to pallets, returns and warehouse activities.
Support inventory-related administrative processes as required.
Assist with the development and maintenance of operational records, reports and KPI tracking.
Support continuous improvement initiatives within warehouse and logistics operations.
Provide administrative support to Goods In operations as business requirements evolve.
Equipment & Compliance Administration
Monitor forklift operating hours and service intervals.
Coordinate forklift lockout requirements when predetermined operating-hour limits are reached.
Maintain accurate records relating to equipment utilisation and service requirements.
Support compliance activities associated with warehouse operations.
Operational Support & Business Continuity
Provide cross-functional support and backup coverage for warehouse, logistics and customer service administration functions.
Assist during periods of employee absence, leave and peak operational demand.
Contribute to process improvement initiatives that enhance operational efficiency, accuracy and customer service outcomes.
Support the warehouse team in achieving operational, safety and service objectives.
Key Performance Indicators
Pallet account reconciliation accuracy.
Reduction in pallet discrepancies and losses.
Timely resolution of pallet-related claims and investigations.
Returns processing accuracy and turnaround time.
Order closure compliance.
Customer query response and resolution time.
Reporting accuracy and completion.
Achievement of cost-saving opportunities relating to pallet management.
Compliance with operational procedures and company requirements.
Skills & Experience
Essential
Experience in warehouse, logistics, inventory or supply chain administration.
Strong analytical and reconciliation skills.
Intermediate to advanced Microsoft Excel skills.
Excellent attention to detail and data accuracy.
Strong communication and stakeholder management skills.
Ability to manage multiple priorities and meet deadlines.
Desirable
Experience with CHEP, LOSCAM or pallet account management.
Experience with WMS and ERP systems.
Knowledge of inventory control and warehouse operations.
Experience in customer service or logistics administration.
Position Summary
This role combines pallet control, returns management, warehouse administration, customer service support and operational reporting into a single position designed to improve operational efficiency, reduce pallet-related costs, strengthen process ownership and provide administrative support across the warehouse and supply chain functions.