Territory Manager

2 months ago

BasSaintLaurent, Canada Brambles Full time
Job Description

Brambles is seeking a highly skilled and experienced Customer Service Manager to join our team. As a key member of our customer-facing team, you will be responsible for delivering exceptional customer service and driving customer satisfaction across our territory.

Key Responsibilities
  • Maintain strong relationships with customers and ensure their needs are met through proactive account health management and communication.
  • Monitor and improve customer satisfaction and loyalty within assigned territory, as measured through annual Net Promoter Score (NPS) metrics.
  • Utilize customer service, analytical, and time management skills to support all company and customer initiatives, including:
    • Ensuring 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 to maintain customer account integrity and support company policies & procedures.
  • Work closely with various organizational functions, including Finance, Information Systems, Operations, Logistics, Retail Supply Chain, Commercial Accounts, and Sales, to ensure seamless customer service delivery.
  • Develop and maintain a deep understanding of customer needs and preferences to drive business growth and customer loyalty.
  • Collaborate with cross-functional teams to identify and implement process improvements that enhance customer experience and drive business results.
  • Provide regular reporting and insights to stakeholders on customer satisfaction, loyalty, and account health metrics.
Requirements
  • Bachelor's degree or equivalent in a related field.
  • Proven experience in customer-facing roles, with a strong track record of delivering exceptional customer service and driving customer satisfaction.
  • Excellent communication, negotiation, and problem-solving skills.
  • Ability to work in a fast-paced environment and prioritize multiple tasks and projects.
  • Strong analytical and problem-solving skills, with the ability to interpret data and drive business decisions.
  • Proficiency in Microsoft Office and CRM software.
  • Fluency in English and French (written and verbal).
Preferred Qualifications
  • 3-5 years of experience in a customer-facing role, preferably in a similar industry.
  • Experience working in a matrix structure and collaborating with cross-functional teams.
  • Knowledge of business process improvement methodologies, such as Six Sigma and Lean.

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