CHEP helps move more goods to more people, in more places than any other organization on earth via our 347 million pallets, crates and containers. We employ approximately 13,000 people and operate in 60 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
Are you ready to take on a dynamic role that puts you at the heart of customer success? As a Customer Experience Associate at CHEP Canada, you’ll be the primary point of contact for thousands of accounts, ensuring seamless supply chain operations and delivering exceptional service. This position combines problem-solving, collaboration, and strategic thinking as you guide customers through solutions, resolve complex inquiries, and drive continuous improvement. If you’re passionate about creating outstanding customer experiences and thrive in a fast-paced environment, this is your opportunity to make an impact!Key Responsibilities May Include:
- Lead the resolution of complex and critical customer inquiries, delivering first-level support and guiding customers through service solutions, system navigation, and business processes.
- Collaborate with internal stakeholders (e.g., Key Account Management, Finance, Operations) to troubleshoot and resolve customer issues, conducting root cause analysis and implementing long-term corrective actions.
- Oversee the resolution of billing disputes and discrepancies, ensuring accuracy in ERP systems and clear communication of outcomes to customers.
- Monitor customer account performance, utilizing control and financial reports to identify discrepancies, trends, and opportunities for process optimization.
- Maintain accurate customer records and service-related data within CRM systems, ensuring timely and accurate completion of tasks and adherence to key performance metrics.
- Support customer engagement initiatives by coaching team members, providing feedback, and fostering a positive customer experience through proactive communication and quality monitoring.
- Proactively manage high-priority issues related to service delivery and order fulfilment, working closely with internal teams such as Logistics and Operations to minimize impacts and keep customers informed.
- Contribute to continuous improvement efforts by identifying areas for operational enhancements, streamlining processes, and ensuring alignment with customer service best practices.
This bilingual (English/French ) role requires a solid understanding of, and the ability to work with a variety of CHEP functions such as Operations, Logistics, Asset Management, Customer Service and Sales on a daily basis. The Customer Experience Associate will help to service approx. 4,500 customer accounts. They will be required to build strong customer interaction and increase overall customer satisfaction for various CHEP services.
Key Responsibilities May Include:
- Lead the resolution of complex and critical customer inquiries, delivering first-level support and guiding customers through service solutions, system navigation, and business processes.
- Collaborate with internal stakeholders (e.g., Key Account Management, Finance, Operations) to troubleshoot and resolve customer issues, conducting root cause analysis and implementing long-term corrective actions.
- Oversee the resolution of billing disputes and discrepancies, ensuring accuracy in ERP systems and clear communication of outcomes to customers.
- Monitor customer account performance, utilizing control and financial reports to identify discrepancies, trends, and opportunities for process optimization.
- Maintain accurate customer records and service-related data within CRM systems, ensuring timely and accurate completion of tasks and adherence to key performance metrics.
- Support customer engagement initiatives by coaching team members, providing feedback, and fostering a positive customer experience through proactive communication and quality monitoring.
- Proactively manage high-priority issues related to service delivery and order fulfilment, working closely with internal teams such as Logistics and Operations to minimize impacts and keep customers informed.
- Contribute to continuous improvement efforts by identifying areas for operational enhancements, streamlining processes, and ensuring alignment with customer service best practices.
What you will do:
- Balancing network orders against customer demand and customer shipping requirements, and balance decision making considering inventory availability, plant capacity, transportation costs and customer requirements.
- Handle incoming calls and e-mails from customers to take orders, answer inquiries and questions troubleshoot problems and provide information.
- Attend mandatory training sessions to stay updated on product or company policy changes.
- Interface with both customers and carriers to ensure compliance and performance within assigned markets.
- Secure business success and sustainable growth by recognition and communication of any potential supply chain and/or order fulfilment conflicts affecting the customer.
- Identify, assess and take action to resolve order fulfilment risks including, but not limited to operational and inventory constraints, seasonal or promotional production variation, and transporter capacity to meet customer demand. Offer creative problem solving and alternative solutions.
- Execute strategic logistical and equipment inventory controls through collaborative planning with customers. Drive innovation and continuous improvement to both internal and external supply chain partners.
- Support sales initiatives to expand the revenue performance of your territory.
What you will bring:
- Bachelor’s Degree or equivalent supply chain / customer facing experience required
- 3-5 years Customer Service, Supply Chain
- Able to work flexible hours until 8pm depending on shift
- Customer focused
- Outgoing and energetic attitude
- Good listening skills
- High level of professionalism
- Superior analytical abilities, self-motivated and able to work independently, detail oriented, excellent communication skills, good data management skills
- Professional Demeanor with Approachability and Likeability
- High Learning Agility - adaptability and flexibility while in a state of constant change
- Ability to multi-task and effectively manage time and resources
- Decision Quality - Ability to think outside the box to provide best solution for our customers
- Must be available to work some holidays
- Microsoft Office – Excel, Word, PowerPoint, Access, Outlook
Languages Required: English & French
What we Offer:
- Competitive salary + bonus
- Employer Paid Health Benefits Day 1!
- RRSP w/ company match (up to 5%)
- FREE company-paid vision, short-term disability, and life insurance!!
- Tuition reimbursement, parental leave, profit sharing, and MORE
Ce poste bilingue (anglais/français) exige une bonne compréhension et la capacité de travailler quotidiennement avec différentes fonctions de CHEP, notamment les Opérations, la Logistique, la Gestion des actifs, le Service à la clientèle et les Ventes. L’Associé à l’expérience client contribuera au service d’environ 4 500 comptes clients. La personne retenue devra établir de solides relations avec les clients et augmenter le niveau global de satisfaction pour les différents services de CHEP.
Les principales responsabilités peuvent inclure :
- Diriger la résolution des demandes clients complexes et critiques en offrant un soutien de premier niveau et en accompagnant les clients dans les solutions de service, la navigation des systèmes et les processus d’affaires.
- Collaborer avec les parties prenantes internes (p. ex. gestion des comptes clés, finances, opérations) afin de diagnostiquer et résoudre les problèmes clients, effectuer des analyses de causes fondamentales et mettre en place des mesures correctives à long terme.
- Superviser la résolution des litiges et écarts de facturation, en assurant l’exactitude des données dans les systèmes ERP et en communiquant clairement les résultats aux clients.
- Surveiller le rendement des comptes clients à l’aide de rapports de contrôle et financiers afin d’identifier les écarts, les tendances et les occasions d’optimisation des processus.
- Maintenir des dossiers clients et des données liées aux services exacts et à jour dans les systèmes CRM, tout en respectant les délais, les tâches assignées et les indicateurs clés de performance.
- Soutenir les initiatives d’engagement client en coachant les membres de l’équipe, en fournissant de la rétroaction et en favorisant une expérience client positive grâce à une communication proactive et à la surveillance de la qualité.
- Gérer de façon proactive les enjeux prioritaires liés à la prestation des services et à l’exécution des commandes, en travaillant en étroite collaboration avec les équipes Logistique et Opérations afin de minimiser les impacts et de tenir les clients informés.
- Contribuer aux efforts d’amélioration continue en identifiant des occasions d’améliorations opérationnelles, en simplifiant les processus et en assurant l’alignement avec les meilleures pratiques en service à la clientèle.
Ce que vous ferez:
- Équilibrer les commandes du réseau en fonction de la demande client et des exigences d’expédition, tout en prenant des décisions tenant compte de la disponibilité des stocks, de la capacité des installations, des coûts de transport et des besoins des clients.
- Gérer les appels et courriels entrants des clients afin de prendre les commandes, répondre aux questions, résoudre les problèmes et fournir l’information requise.
- Participer aux formations obligatoires afin de demeurer à jour sur les produits et les politiques de l’entreprise.
- Assurer la liaison entre les clients et les transporteurs afin de garantir la conformité et la performance dans les marchés assignés.
- Assurer le succès des activités et une croissance durable en identifiant et en communiquant tout enjeu potentiel lié à la chaîne d’approvisionnement et/ou à l’exécution des commandes susceptible d’affecter le client.
- Identifier, évaluer et résoudre les risques liés à l’exécution des commandes, incluant (sans s’y limiter) les contraintes opérationnelles et d’inventaire, les variations saisonnières ou promotionnelles de la production et la capacité des transporteurs à répondre à la demande client. Offrir des solutions créatives et alternatives.
- Mettre en œuvre des contrôles stratégiques en matière de logistique et d’inventaire d’équipement par une planification collaborative avec les clients. Stimuler l’innovation et l’amélioration continue auprès des partenaires internes et externes de la chaîne d’approvisionnement.
- Soutenir les initiatives de vente visant à accroître le rendement des revenus sur votre territoire.
Ce que vous apporterez:
- Baccalauréat ou expérience équivalente en chaîne d’approvisionnement ou dans un rôle en contact direct avec la clientèle
- 3 à 5 ans d’expérience en service à la clientèle ou en chaîne d’approvisionnement
- Disponibilité pour travailler selon un horaire flexible
- Orientation client marquée
- Attitude dynamique, positive et extravertie
- Excellentes aptitudes d’écoute
- Haut niveau de professionnalisme
- Excellentes capacités analytiques, autonomie, souci du détail, solides compétences en communication et en gestion des données
- Attitude professionnelle combinée à une approche accessible et agréable
- Grande agilité d’apprentissage – capacité d’adaptation et flexibilité dans un environnement en constante évolution
- Capacité à effectuer plusieurs tâches à la fois et à gérer efficacement le temps et les ressources
- Qualité du jugement – capacité de sortir des sentiers battus afin d’offrir les meilleures solutions à nos clients
- Disponibilité pour travailler certains jours fériés
- Maîtrise de Microsoft Office – Excel, Word, PowerPoint, Access, Outlook
Langues requises : anglais et français
Ce que nous offrons:
- Salaire concurrentiel + prime
- Avantages sociaux payés par l’employeur dès le premier jour!
- Régime enregistré d’épargne-retraite (REER) avec contribution de l’entreprise (jusqu’à 5 %)
- Assurances vision, invalidité de courte durée et assurance vie entièrement payées par l’entreprise!!
- Remboursement des frais de scolarité, congé parental, participation aux bénéfices et PLUS ENCORE
Base pay range is $64,000 - $80,000 CAD annually
Salary ranges provided take into account a wide variety of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications, geographic differentials and other business and organizational needs. Therefore, actual amounts offered may be higher or lower than the range provided. If you have questions, please speak to your Talent Acquisition Partner about the flexibility and detail of our compensation philosophy.
Dependent on the position offered, other forms of compensation may be part of a total offering beyond medical & retirement benefits and may include other monetary incentives or business benefits.
La rémunération de base se situe entre $64,000 - $80,000 par an.
Les fourchettes salariales indiquées tiennent compte de nombreux facteurs, notamment les compétences, l'expérience et la formation, les permis et certifications, les différences de localisation géographique et les besoins de l'entreprise. Par conséquent, le montant proposé peut être supérieur ou inférieur à la fourchette indiquée. Pour toute question concernant la flexibilité et les détails de notre politique de rémunération, veuillez contacter votre responsable du recrutement.
Selon le poste offert, d'autres formes de rémunération peuvent être incluses dans l'offre globale, en plus des avantages sociaux (assurance maladie et retraite), et peuvent comprendre des primes ou des avantages liés à l'activité.
Remote Type
Hybrid Remote
Skills to succeed in the role
Adaptability, Building Rapport, Commercial Sustainability, Continuous Process Improvement, Customer Experience (CX), Customer Support, Data Storytelling, Empathy, Experimenting, Our Business, Problem Resolution, Sales Communications, Taking Ownership, Teamwork, Understand Customers
We are an Equal Opportunity Employer, and we are committed to developing a diverse workforce in which everyone is treated fairly, with respect, and has the opportunity to contribute to business success while realizing his or her potential. This means harnessing the unique skills and experience that each individual brings and we do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.
Individuals fraudulently misrepresenting themselves as Brambles or CHEP representatives have scheduled interviews and offered fraudulent employment opportunities with the intent to commit identity theft or solicit money. Brambles and CHEP never conduct interviews via online chat or request money as a term of employment. If you have a question as to the legitimacy of an interview or job offer, please contact us at [email protected].
Lieu du poste : Télétravail hybride à Mississauga, ON
