Customer Experience Manager, National Accounts
7 months ago
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
The Manager, Customer Experience will be responsible for managing and developing a team that will handle both commercial and retail customers across Canada. This individual is accountable for executing against the strategic imperatives related to best-in-class customer experience. Ensuring all touchpoints specific to customer order execution, account health support, and service experience are achieve with the upmost consistency. The successful leader will increase customers satisfaction and loyalty as measured through net promotor scoring (NPS) as well as our employee engagement surveys.
Accountable for the health and maintenance of our customer base in Canada this leader will ensure their teams are provided the tools, coaching, and support to become our customer most valued partner.
Scope
Customer Scope: Commercial Manufacturing & Retail
Full customer experience and support from end to end
Measures
- Volume & Revenue Growth
- Value creation
- Net Promotor Scores (NPS) - Customer Feedback
- Service Level Agreement (SLA) metrics
Experience
- 5+ years’ experience/knowledge in retail and commercial landscape
- Worked with financial measures and Key Performance Indicators.
- Supply Chain
- Customer account relationship management experience
- Continuous improvement and six sigma
- Leading in a matrix organization
- People management and development.
- Experience with environmental social governance
Major/Key Accountabilities
Core Responsibilities
- Manages customer support and order execution associates for the assigned portfolio
- Is the primary escalation point to respond to customer concerns.
- Implements and enforces customer support standards that align to strategic objectives provided by the department leader.
- Responsible for coordination of interdepartmental collaboration to ensure business continuity is maintain and understood by all associates.
- Provide support with customers with face-to-face site visits as needed.
- Track portfolio performance growth and hold the team accountable for achieving all volume and revenue targets.
- Provide coaching/feedback and mentoring to team members.
- Responsible for ensuring data integrity is maintained in CRM and SalesForce system.
- Collaborate with stakeholders to grow revenue within assigned territories.
- Continuously monitor all KPI metrics that drive results and business continuity.
- Create and implement work processes that enhances the organization and departmental service delivery.
- Accountable for NPS Customer Satisfaction Survey Results (Data Pareto Analysis), conduct closed loop feedback sessions with customers and establish concise action plans to position detractors and passives into the promoter NPS category
- Maintain a high level of employee engagement as measured on the Pulse Survey
- Be an active change management champion by understanding upstream and downstream business process’
- Manage change, celebrate success, foster an environment of creativity and forward thinking.
- Hire and develop an effective team to meet internal and external business objectives regardless of hurdles and obstacles.
- Conduct yearly and mid-year performance appraisal sessions.
Key contacts
Internal
- All functions
External
- Multi level customer contacts
**Qualifications**:
- Education: Bachelor Degree or Equivalent
- 5-7 years managerial experience
Skills and Knowledge
- Ability to train and mentor a combined commercial and retail customer support team
- Excellent written and verbal communication skills
- Effective listening skills and patience and tolerance when dealing with difficult customer situations, being able to de-escalate high stress situations.
- Superior data analytics
- Strong CPG & supply chain business acumen
- Problem solving and decision making skills.
- Presentations
- Environmental Social Governance and Scope 3 knowledge
Languages
Essential
- English
Desirable
- French
Objectif du poste
Le chef, Expérience de la clientèle, sera responsable de gérer et de bâtir une équipe qui s’occupera des clients commerciaux et détaillants du Canada.
-
National Account Executive
7 months ago
Rocky View County, Canada Brambles Group Full timeCHEP 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...
-
Accounting Assistant
7 months ago
Rocky View County, Canada Mickelson National Golf Club Full time**Job Overview**: - Daily sales and cash reconciliations during golf season with weekend availability - Distribute and manage daily/weekly tip outs using Tips Today - Prepare bank deposits as required - Perform office administrative duties as requested - Assist with other duties as requested by the Club Accountant and Controller **Key Qualifications** -...
-
Customer Experience Lead
7 days ago
Rocky View County, Canada Laura Canada Full timeCompany Description Laura Canada is an iconic and innovative family-owned retailer housing two leading women’s fashion apparel brands, Laura and Melanie Lyne. Based in Laval, Quebec, we design, produce, market and distribute quality apparel across Canada. We proudly employ over 2,000 dedicated team members and operate more than 140 locations and two...
-
Accounts Payable Manager
7 months ago
Rocky View, Canada Environmental 360 Solutions Full time**Job description** **TITLE**: Accounts Payable Manager **LOCATION**: Rocky View, AB **Company Overview** Founded in 2018, Environmental 360 Solutions (E360S) is dedicated to becoming North America's leading and most trusted environmental management company. Growing through acquisition and Organic growth, E360S provides environmental and waste management...
-
Multi-unit and Corporate Accounts Manager
2 months ago
Rocky View County, Canada PRATTS FOOD SERVICE Full time**Pratts Food Service** Proudly Canadian, family-owned and operated since 1910, Pratts Food Service has become the fastest-growing broad-line foodservice distributor in Western Canada. Specializing in Convenience & Gas, Retail Grocery & Deli, and Food Service distribution, we are committed to supporting our customers' profitability and success. Pratts...
-
Account Receivable Clerk
3 months ago
Rocky View County, Canada Freight North Carriers Full time_**Freight North Carriers **_ is seeking an _**Accounts Receivable Clerk**_ We are looking for a detail-oriented individual who can manage invoicing, account reconciliation, and payment collection in a fast-paced environment. This role offers new challenges and opportunities within a family-oriented team environment. **Key Responsibilities**: - Create and...
-
Customer Experience Representative
7 months ago
Rocky View, Canada Indigo Books & Music Full time**Company Description** Shift Start Time: 5am** Dedicated to telling stories and creating experiences, Indigo is always looking for bright, energetic and customer-focused people who can help bring our exciting mission to life in one of our more than 170 Indigo, Indigospirit, Chapters and Coles stores across Canada. We offer a variety of exciting...
-
Territory Account Executive
7 months ago
Rocky View County, Canada Brambles Group Full timeCHEP 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...
-
Key Account Manager
3 months ago
Rocky View, Canada DSV Global Transport & Logistics Full timeDSV - Global Transport and Logistics **Location**: CAN - Rocky View County, High Plains Trail **Job Posting Title**: Key Account Manager **Time Type**: Full Time **Job Summary**: This is a full-time on-site role for a Client Account Manager at our Calgary, AB location. The Client Account Manager will be responsible for managing and maintaining relationships...
-
Seasonal Customer Experience Representative
2 months ago
Rocky View, Canada Indigo Full timeCompany Description **Location**: Indigo Crossiron Dedicated to telling stories and creating experiences, Indigo is always looking for bright, energetic and customer-focused people who can help bring our exciting mission to life in one of our more than 150 Indigo, Indigospirit, Chapters and Coles stores across Canada. We offer a variety of exciting...
-
Accounts Receivable Clerk
3 months ago
Rocky View County, Canada Luff Industries Ltd. Full time**Come Join our Team.** Luff Industries is currently accepting resumes for an Accounts Receivable Coordinator to join our growing team. **The Job**: As the sole employee responsible for the AR function, the AR Coordinator plays a crucial role within the finance team, ensuring accurate billing, timely collections, and efficient processes. This position...
-
Accounting Lead
5 days ago
Rocky View County, Canada Tech-Wood Building Components Ltd Full timeTech-Wood is growing, and we need **YOU!** Since 1998, Tech-Wood has been a trusted provider of Engineered Wood Products, Roof Trusses, and now our innovative Wall Panels to Calgary and its surrounding areas. Our commitment to delivering top-notch products and unparalleled customer service sets us apart. At Tech-Wood, teamwork is at the heart of everything...
-
(Ptl Canada) Sales and Operations Management Trainee
3 months ago
Rocky View County, Canada Penske Truck Leasing and Logistics Full time**Position Summary**: Take charge. Think fast. Move forward. As a Sales and Operations Management Trainee in our fast-paced environment, you will use your hard-earned degree to run a business and quickly solve problems for our customers - who will depend on you to achieve success. Penske will introduce you to our sales processes, leading-edge technology and...
-
Pricing Analyst
2 months ago
Rocky View County, Canada Pratts Food Service Alberta Full time**Pricing Analyst** **About Pratts Food Service**: For over a century, Pratts Food Service has been a cornerstone in the broad-line distribution industry across Western Canada, serving regions from British Columbia to Nunavut. As a proudly Canadian, family-owned business, we have built a legacy on integrity, innovation, and exceptional customer service. Our...
-
Seasonal Sales Associate
4 months ago
Rocky View County, Canada Timber Ridge Firewood Full time**Job Overview** We are seeking Seasonal Sales Associates to join our team for a temporary period. As a Seasonal Sales Associate, you will play a crucial role in providing excellent customer service and support during our peak season. **Responsibilities**: - You will be provided with various customer call lists and asked to call each of the clients to...
-
Accounting and Payroll Clerk
7 days ago
Rocky View County, Canada Muehlhan Wind Service Canada Full time**Job Overview** **Duties** - Process payroll for all employees accurately and on time, utilizing ADP. - Maintain employee records related to payroll, including hours worked, deductions, and bonuses. - Perform account reconciliation to ensure all payroll transactions are correctly recorded and discrepancies are resolved promptly. - Assist in the preparation...
-
Rep, Customer Ser I
2 months ago
Rocky View County, Canada Ritchie Bros. Full timeIAA, an RB Global, Inc. company, a leading provider of loss recovery services to the insurance industry in Canada, has an opening for a Customer Service Representative I at our facility in Rocky View County, AB IAA is Canada's leading live and live-online salvage vehicle auction company with auction facilities across British Columbia, Alberta, Ontario,...
-
Customer Service Representative
1 day ago
Rocky View County, Canada Expocrete Full timeOldcastle APG, a CRH company, is a leading global supplier of building and landscaping products. Its product portfolio includes hardscapes and masonry, packaged cement mixes, lawn and garden materials, and composite decking sold through a variety of channels for residential and commercial use. Oldcastle APG is the leading producer of hardscapes in North...
-
Account Executive
4 weeks ago
Rocky View, Canada Richards Packaging Inc. Full time_Richard's Packaging Inc. has evolved from its origins as a glass container manufacturer for pharmacies into a leading North American distributor of packaging and healthcare products for the healthcare, food and beverage, and cosmetics sectors. With 112 years of experience and a team of approximately 600 employees across the continent, we are committed to...
-
Accounts Payable
4 days ago
Rocky View County, Canada KLS Earthworks Full time**Role and responsibilities**: - Review, approve and post invoices - Prepare and process cheque runs and EFT payments - Respond to accounts payable inquiries in a timely and courteous manner - Work closely with accounting to ensure missing invoices are accrued at month end - Prepare credit card reconciliations - Responsible for maintaining the vendor...