Bilingual Customer Support Manager

6 months ago

SaintLaurent, Canada CHEP USA Full time

_**Bilingual - fluent French / English required**_

**Position Purpose**

Manage a Territory of retail and commercial customers. 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
- French

**Fonction

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