Description 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, youll 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 youre passionate about creating outstanding customer experiences and thrive in a fast-paced environment, this is your chance 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.

Position Purpose 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.

This role requires a solid understanding of and the ability to work with a variety of organizational 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 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.

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 on your customer base.

Leverage knowledge of your customers generate income through CHEP Canadas value proposition core offerings.

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 Languages Required English Desirable French Compensation Statement: Base pay range is $70,000 - $95,000 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.

Fonctions du poste Grer un territoire de clients de niveau1 et2 tout en offrant un niveau de service exceptionnel et constant aux yeux des clients.

Amliorer la satisfaction et la fidlit de la clientle dans le territoire dsign tel que mesur durant le NPS annuel.

Signaler toute menace de la concurrence lquipe de direction.

Utiliser le service la clientle, les analyses et la gestion du temps afin de soutenir toutes les initiatives de lentreprise et du client, notamment: Veiller ce que les soldes ngatifs, les flux interrompus, les mouvements inconnus et rejets soient traits conformment la politique et aux procdures de lentreprise.

Les analyses de la dure du cycle du client et la mise en place de mthodes de contrle.

Lanalyse des dplacements sortants.

Mettre en place, superviser et soutenir les fonctions daudit et de rapprochement du client et effectuer le rapprochement de 90% du territoire total afin dassurer lintgrit du compte du client et de soutenir les politiques et procdures de lentreprise.

Ce poste ncessite une excellente comprhension de plusieurs fonctions de CHEP, comme les finances, les systmes dinformation, lexploitation, la logistique, la chane dapprovisionnement au dtail, les comptes commerciaux et les ventes et une collaboration quotidienne avec celles-ci.

Principales responsabilits Entretien des comptes Grer les relations avec les clients et les niveaux de service requis pour sassurer de leur fidlit et de leur satisfaction, comme mesurs par latteinte du NPS cible ou de toute autre cible utilise par lentreprise.

Surveiller et soutenir un territoire de comptes de niveau1 et2 avec son excellente connaissance des entreprises et un accent sur la satisfaction de la clientle et la valeur ajoute de Brambles.

Tches quotidiennes Contacter les clients de tout le territoire au moins quatrefois par anne.

Rpondre aux demandes des clients au sujet de la facturation, des transactions et des autres sujets en lien avec la sant des comptes.

Surveiller les IRC du compte (taux dmission, dure du cycle, solde de fermeture) afin de dtecter les problmes de sant des comptes et les rsoudre.

Prendre des mesures correctives la suite des audits des palettes, des soldes ngatifs dmissions, des rapports soumis tardivement,



des transactions suspendues, des factures impayes, des demandes de service CRM, etc.

Raliser laudit de lquipement de CHEP en location, effectuer le rapprochement des audits et rapporter les rsultats lquipe de gestion des comptes commerciaux afin dobtenir une compensation pour les actifs perdus.

Travailler avec lquipe des audits afin de veiller ce que tous les audits des clients soient raliss conformment la politique relative aux audits de Brambles et dans un dlai raisonnable.

Soutenir les initiatives de sant et scurit de CHEP.

Optimiser le processus de commande afin de veiller ce que les palettes soient livres ou rcupres par le client de la faon la plus conomique pour celui-ci et pour CHEP.

Rpondre aux proccupations relatives la qualit des produits ou des services et les rsoudre.

Former les clients sur les meilleures pratiques (approche de consultation).

Continuer damliorer les processus et les activits au bnfice des intervenants.

Source de revenus Soutenir les plans commerciaux conjoints avec les clients en veillant ce que leur excution aide faire crotre et fidliser les clients existants.

Responsable de surveiller et damliorer les tendances de paiement des clients conformment aux modalits de paiement convenues de 30jours.

Surveiller le dlai de recouvrement des crances client et le maintenir en dessous de la cible de jours tablie tel que mesur par les revenus en attente dans les rapports mensuels sur les recettes et liminer les soldes crditeurs.

Qualifications Formation: Baccalaurat ou diplme collgial Formation: Comptences en ngociations, comptences en service la clientle.

Exprience Exprience en ventes et en service dans une entreprise de services Exprience de travail avec des mesures financires et des indicateurs de rendement cls Exprience de travail positive dans une structure matricielle Exprience dans la gestion des relations avec des clients importants, un atout Capacit damliorer la qualit afin daugmenter de faon durable la satisfaction des clients Expertise dans llimination des pertes dans les processus commerciaux en utilisant les outils six sigma et lean Amlioration stratgique continue en crant une culture Comptences et connaissances Stratgique: Comprhension de lentreprise, rsolution de problmes et crativit Oprations: Excellente planification, tablissement des priorits, surveillance et valuation du travail Organisationnel: Agilit organisationnelle, communication efficace et ambition professionnelle Personnel et interpersonnel: Accent sur les clients, esprit dquipe, intgrit et confiance Courage: Gestion des problmes, indpendance et comptences de direction nergie et dynamisme: Accent sur les actions, passion du succs et envie dobtenir les rsultats attendus Autre: Informatique: Microsoft Office, Siebel CRM, SAP, Business Warehouse Personnel: Esprit dquipe et capacit dcoute, capacit dtablir des relations et de diriger une quipe, analytique, stratgique, leader nergique, excellent communicateur et polyvalent Langues Requis Anglais Souhaitable Franais La rmunration de base se situe entre 70,000 et 95,000 par an.

Les fourchettes salariales indiques tiennent compte de nombreux facteurs, notamment les comptences, l''exprience et la formation, les permis et certifications, les diffrences de localisation gographique et les besoins de l''entreprise.

Par consquent, le montant propos peut tre suprieur ou infrieur la fourchette indique.

Pour toute question concernant la flexibilit et les dtails de notre politique de rmunration, veuillez contacter votre responsable du recrutement.

Selon le poste offert, d''autres formes de rmunration peuvent tre incluses dans l''offre globale, en plus des avantages sociaux (assurance maladie et retraite), et peuvent comprendre des primes ou des avantages lis l''activit.

Remote Type Hybrid Remote Skills to succeed in the role Adaptabilit, Amlioration continue des processus, Capacit assumer la responsabilit, Commercial Sustainability, Communications de vente, Customer Support, Empathie, tablir des relations, Exprience client (CX), Experimenting, Interprtation de donnes, Our Business, Rsolution de problmes, Travail d''quipe, 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

📌 Customer Support Manager (Mississauga)
🏢 Brambles
📍 Mississauga