Customer Support Manager

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.

Job Description

Are you ready to take on a dynamic role that puts you at the heart of customer success? As a Customer Support Manager at CHEP Canada, you’ll be the primary point of contact for accounts, ensuring seamless supply chain operations and delivering exceptional service. This position combines problem-solving, collaboration, and strategic thinking as you guide customers through solutions, resolve complex inquiries, and drive continuous improvement. If you’re passionate about creating outstanding customer experiences and thrive in a fast-paced environment, this is your opportunity to make an impact!

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.

Position Purpose

Manage a Territory of Tier 1 and 2 retail and commercial customers representing. Accountable for delivering a consistent and exceptional level of service with their book of assigned customers. Continuously improve our customer satisfaction & loyalty within assigned territory as measured through annual NPS scores. Maximize customer experience through proactive account health management communications and influencing. Utilize customer service, analytical, and time management to support all company and customer initiatives which include but are not limited to:

• 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.
• 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.

This role requires a solid understanding of and the ability to work with a variety of organizational functions such as Finance, Information Systems, Operations, Logistics, Retail Supply Chain, Commercial Accounts, and Sales on a daily basis.

Major/Key Accountabilities

Account Maintenance

• Maintain customer relationships and service levels to ensure customer loyalty and satisfaction as measured through NPS achieving the NPS target or any equivalent target used by the company. Monitor and support a customer territory of Tier 1 and 2 accounts with strong business knowledge and dedicated commitment for Customer Satisfaction & BVA.

Daily Tasks

• Maintain consistent customer contact within the assigned territory.
• Engage in proactive partnership reviews with key customer four times per annum.
• Respond to customer inquiries regarding billing, transactions, and other topics related to account health.
• Monitor 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.
• Audit CHEP equipment on rent, reconcile audits, and report the so that compensation can be collected on lost assets.
• Work with the Audit Team to ensure that all customer audits are completed in accordance with the Brambles Audit Policy, and within a timely manner.
• Support CHEP Health & Safety initiatives.
• 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.
• Create ad hoc reports upon request and collaborate with members of the team and other departments for continuous improvement to processes.
• Regularly perform data integrity checks on transactional data to ensure that customer audits and account performance metrics are accurate.

Revenue stream

• Support joint customer business plans by ensuring execution that will help grow and sustain existing business.
• Responsible to monitor and improve the payment trends on your customer base.
• Leverage knowledge of your customers generate income through CHEP Canada’s value proposition core offerings.

Qualifications

• Education: Bachelor Degree or College Diploma
• Training: Negotiation skills, Customer Service Skills.

Experience

• Sales/Service experience in a service company
• Worked with financial measures and Key Performance Indicators
• Worked successfully in a matrix structure
• Key customer account relationship management experience a must
• Ability to drive quality resulting in greater and sustainable customer satisfaction
• Expertise in eliminating the waste in business processes by using six sigma / lean tools
• Strategic continuous improvement by creating a culture

Skills and Knowledge

• Strategic: Understanding the Business, Problem Solving and Creativity
• Operating: Excellent Planning, Priority Setting, Monitor and Measuring Work
• Organizational: Organizational Agility, Communicating Effectively, Career Ambition
• Personal and Interpersonal: Customer Focus, Team Collaboration, Integrity, Trust
• Courage: Dealing with Trouble, Standing Alone, Command Skills                          
• Energy and Drive: Action Oriented, Passion for Success and Drive for Results
• Others: Computer: Microsoft Office, Siebel CRM, SAP, Business Warehouse
• Personal: Analytical, excellent listener, energetic leader, relationship builder, team leader and player, strategic thinker, excellent communicator, versatile

Languages

Required

• English

Desirable

• French

Compensation Statement:
Base pay range is $70,000 - $95,000 annually. Salary 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.

Dependent 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.

Fonctions du poste

Gérer un territoire de clients de niveau 1 et 2 tout en offrant un niveau de service exceptionnel et constant aux yeux des clients. Améliorer la satisfaction et la fidélité de la clientèle dans le territoire désigné tel que mesuré durant le NPS annuel. Signaler toute menace de la concurrence à l’équipe de direction. Utiliser le service à la clientèle, les analyses et la gestion du temps afin de soutenir toutes les initiatives de l’entreprise et du client, notamment :

•       Veiller à ce que les soldes négatifs, les flux interrompus, les mouvements inconnus et rejetés soient traités conformément à la politique et aux procédures de l’entreprise.

•       Les analyses de la durée du cycle du client et la mise en place de méthodes de contrôle.

•       L’analyse des déplacements sortants.

•       Mettre en place, superviser et soutenir les fonctions d’audit et de rapprochement du client et effectuer le rapprochement de 90 % du territoire total afin d’assurer l’intégrité du compte du client et de soutenir les politiques et procédures de l’entreprise.

Ce poste nécessite une excellente compréhension de plusieurs fonctions de CHEP, comme les finances, les systèmes d’information, l’exploitation, la logistique, la chaîne d’approvisionnement au détail, les comptes commerciaux et les ventes et une collaboration quotidienne avec celles-ci.

Principales responsabilités

Entretien des comptes

•       Gérer les relations avec les clients et les niveaux de service requis pour s’assurer de leur fidélité et de leur satisfaction, comme mesurés par l’atteinte du NPS cible ou de toute autre cible utilisée par l’entreprise. Surveiller et soutenir un territoire de comptes de niveau 1 et 2 avec son excellente connaissance des entreprises et un accent sur la satisfaction de la clientèle et la valeur ajoutée de Brambles.

Tâches quotidiennes

•       Contacter les clients de tout le territoire au moins quatre fois par année.

•       Répondre aux demandes des clients au sujet de la facturation, des transactions et des autres sujets en lien avec la santé des comptes.

•       Surveiller les IRC du compte (taux d’émission, durée du cycle, solde de fermeture) afin de détecter les problèmes de santé des comptes et les résoudre.

•       Prendre des mesures correctives à la suite des audits des palettes, des soldes négatifs d’émissions, des rapports soumis tardivement, des transactions suspendues, des factures impayées, des demandes de service CRM, etc.

•       Réaliser l’audit de l’équipement de CHEP en location, effectuer le rapprochement des         audits et rapporter les résultats à l’équipe de

gestion des comptes commerciaux afin d’obtenir une compensation pour les actifs perdus.

•       Travailler avec l’équipe des audits afin de veiller à ce que tous les audits des clients soient réalisés conformément à la politique relative aux audits de Brambles et dans un délai raisonnable.

•       Soutenir les initiatives de santé et sécurité de CHEP.

•       Optimiser le processus de commande afin de veiller à ce que les palettes soient livrées ou récupérées par le client de la façon la plus économique pour celui-ci et pour CHEP.

•       Répondre aux préoccupations relatives à la qualité des produits ou des services et les         résoudre.

•       Former les clients sur les meilleures pratiques (approche de consultation). Continuer d’améliorer les processus et les activités au bénéfice des intervenants.

Source de revenus

•       Soutenir les plans commerciaux conjoints avec les clients en veillant à ce que leur exécution aide à faire croître et fidéliser les clients existants.

•       Responsable de surveiller et d’améliorer les tendances de paiement des clients         conformément aux modalités de paiement convenues

de 30 jours. Surveiller le délai de recouvrement des créances client et le maintenir en dessous de la cible de jours établie tel que mesuré par les revenus en attente dans les rapports mensuels sur les recettes et éliminer les soldes créditeurs.

Qualifications

•       Formation : Baccalauréat ou diplôme collégial

•       Formation : Compétences en négociations, compétences en service à la clientèle.

Expérience

•       Expérience en ventes et en service dans une entreprise de services

•       Expérience de travail avec des mesures financières et des indicateurs de rendement clés

•       Expérience de travail positive dans une structure matricielle

•       Expérience dans la gestion des relations avec des clients importants, un atout

•       Capacité d’améliorer la qualité afin d’augmenter de façon durable la satisfaction des clients

•       Expertise dans l’élimination des pertes dans les processus commerciaux en utilisant les         outils six sigma et lean

•       Amélioration stratégique continue en créant une culture

Compétences et connaissances

•       Stratégique : Compréhension de l’entreprise, résolution de problèmes et créativité

•       Opérations : Excellente planification, établissement des priorités, surveillance et évaluation   du travail

•       Organisationnel : Agilité organisationnelle, communication efficace et ambition         professionnelle

•       Personnel et interpersonnel : Accent sur les clients, esprit d’équipe, intégrité et confiance

•       Courage : Gestion des problèmes, indépendance et compétences de direction

•       Énergie et dynamisme : Accent sur les actions, passion du succès et envie d’obtenir les         résultats attendus

•       Autre : Informatique : Microsoft Office, Siebel CRM, SAP,  Business Warehouse

•       Personnel : Esprit d’équipe et capacité d’écoute, capacité d’établir des relations et de diriger une équipe, analytique, stratégique, leader énergique, excellent communicateur et polyvalent

Langues

Requis

•       Anglais

Souhaitable

•       Français

La rémunération de base se situe entre 70,000 et 95,000 par an.

Les fourchettes salariales indiquées tiennent compte de nombreux facteurs, notamment les compétences, l'expérience et la formation, les permis et certifications, les différences de localisation géographique et les besoins de l'entreprise. Par conséquent, le montant proposé peut être supérieur ou inférieur à la fourchette indiquée. Pour toute question concernant la flexibilité et les détails de notre politique de rémunération, veuillez contacter votre responsable du recrutement.

Selon le poste offert, d'autres formes de rémunération peuvent être incluses dans l'offre globale, en plus des avantages sociaux (assurance maladie et retraite), et peuvent comprendre des primes ou des avantages liés à l'activité.

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 veteran, and basis of disability or any other federal, state, or local protected class.

Individuals fraudulently misrepresenting themselves as Brambles or CHEP representatives have scheduled interviews and offered fraudulent employment opportunities with the intent to commit identity theft or solicit money. Brambles and CHEP never conduct interviews via online chat or request money as a term of employment. If you have a question as to the legitimacy of an interview or job offer, please contact us at [email protected].