Customer Experience Associate, Bilingual / French

Brambles•Mississauga, ON

5d•Hybrid

About The Position

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! 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 with a total annualized revenue ranging from $60M-$65M. They will be required to build strong customer interaction and increase overall customer satisfaction for various CHEP services.

Requirements

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

Responsibilities

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.
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.