Bilingual Customer Support Manager

5 months ago

SaintLaurent, 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**:
Fonctions du poste

Gérer un territoire de clients commerciaux et de détail. 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
- Maintenir un contact constant avec les clients dans le territoire attribué.
- Participez à des examens proactifs des partenariats avec des clients clés quatre fois par an.
- 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

Tirez parti de la connaissance de vos clients qui génèrent des revenus grâce aux offres de base de la proposition de valeur de CHEP Canada.

**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 en

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