Customer Support Manager

Brambles•Mississauga, ON

54d•CA$70,000 - CA$95,000•Hybrid

About The Position

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. Are you ready to take on a dynamic role that puts you at the heart of customer success? As a Customer Support Manager at CHEP Canada, you’ll be the primary point of contact for 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!

Requirements

Bachelor Degree or College Diploma
Negotiation skills
Customer Service Skills
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
Understanding the Business
Problem Solving and Creativity
Excellent Planning
Priority Setting
Monitor and Measuring Work
Organizational Agility
Communicating Effectively
Career Ambition
Customer Focus
Team Collaboration
Integrity
Trust
Dealing with Trouble
Standing Alone
Command Skills
Action Oriented
Passion for Success and Drive for Results
Microsoft Office
Siebel CRM
SAP
Business Warehouse
Analytical
excellent listener
energetic leader
relationship builder
team leader and player
strategic thinker
excellent communicator
versatile
English

Nice To Haves

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.
Manage a Territory of Tier 1 and 2 retail and commercial customers representing. 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.
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.
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.
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.