Customer Support Manager, 12-Month Contract

Customer Support Manager, 12-Month Contract

Apply remote type Hybrid Remote locations Mississauga, Ontario, Canada Saint-Laurent, Quebec, Canada Rocky View County, Alberta, Canada time type Full time posted on Posted 2 Days Ago job requisition id JR20222

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.

About the Role:

Serve as the primary point of contact for complex and high-priority customer queries, ensuring timely and effective resolution across multiple communication channels (phone, email, web).

Proactively manage and resolve customer issues, driving continuous improvements in customer service processes while maintaining strong relationships with both internal and external stakeholders.

Provide leadership and guidance within the Customer Service team, ensuring exceptional service delivery and contributing to the overall enhancement of customer satisfaction and operational efficiency.

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.

Additional Accountabilities

• 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.
• Respond to customer inquiries regarding billing, transactions, and other topics related to account health.
• Maintain accurate and up-to-date account information and structure in Siebel.
• Monitor account KPIs (Flow-Through Ratio, Cycle Time, closing balance) to detect and resolve account health problems.
• Take corrective action on pallet audits, suspended transactions, unpaid invoices, CRM Service requests, etc.
• Regularly perform data integrity checks on transactional data to ensure that customer audits and account performance metrics are accurate.
• Audit CHEP equipment on rent, reconcile audits, and report the results to the appropriate Regional Retail Supply Chain Team 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 collected from or returned 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 customer joint business plans by ensuring execution that will help grow and sustain existing business.
• Create adhoc reports upon request and collaborate with members of the team and other departments for continuous improvement to processes.

Qualifications

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

Experience

• Sales/Service experience in a service company
• Preferred experience in Excel, formulas, and report creation
• 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

Desired

• French

Hybrid Remote

Account Management, Active Learning, Adaptability, Cross-Functional Work, Curiosity, Customer Data Management, Customer Due Diligence (CDD), Customer Engagement, Customer Retentions, Customer Satisfaction, Customer-Support, Data Integrity, Digital Literacy, Emotional Intelligence, Empathy, Initiative, Issue Management, Order Processing, Problem Solving, Process Improvements, Relationship Building, Sales Coordination

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.