Customer Support Manager

6 months ago

Mississauga, Canada CHEP Full time

The customer Support Manager will manage a select group of strategic and key FMCG customers (B2B only) 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. Escalate any competitive threats to Management Team. 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 CHEP 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 customer contact to 100% of the territory at least 4 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 results to the Commercial Account Management 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 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.

**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 30-day 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**
- 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

**Fonctions du poste**

Gérer un territoire de clients 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

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