Customer Support Manager, 12-month Contract

2 weeks ago

Mississauga, Ontario, Canada Brambles Group Full time

CHEP helps move more goods to more people, in more places than any other organization on earth via our 300 million pallets, crates and containers.

We employ 11,000 people and operate in more than 55 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:

Position Purpose


Manage a Territory of Tier 1 and 2 Customers delivering a consistent and exceptional level of service in the eyes of our customers.

Improve our customer satisfaction & loyalty within assigned territory as measured through annual NPS scores. Utilize customer service, analytical, and time management skills to ensure exceptional account. Customer cycle time analysis and implementation of control methodologies.

Major/Key Accountabilities

Daily Tasks:

  • Maintain customer contact to 100% of the territory at least 4 times per annum.
  • Ensure customer loyalty and satisfaction as measured through NPS achieving the NPS target or any equivalent target used by the company.
  • 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.
  • Audit CHEP equipment on rent, reconcile audits, and report the results in a timely manner to the Commercial Account Management Team so that compensation can be collected on lost assets.
  • Take corrective action on pallet audits, negative E balances, late reporting, suspended transactions, unpaid invoices, CRM Service requests, etc.
  • Support CHEP Health & Safety initiatives.
  • Optimize the order process to ensure that pallets are delivered to or collected by the customer in the most costeffective 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.
  • Escalate any competitive threats to Management Team.

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 of the customers per agreed net 30day 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.

Qualifications:

  • Bachelor's Degree or College Diploma
Experience

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

Required:

  • Proficiency in Microsoft Office Suite (Excel, PowerPoint, Outlook)
  • Detail Oriented ability to build, maintain, validate, and analyse, large amounts of data
  • Excellent interpersonal and communication skills

Preferred:

  • Knowledge of Six Sigma/Lean methodologies
  • Experience working with SAP
Languages

Required:

  • English

Desirable:

  • French
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.
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