Customer Experience Associate

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 13000 people and operate in 60 countries. Through our pioneering and sustainable share-and-reuse business model the worlds biggest brands trust us to help them transport their goods more efficiently safely and with less environmental impact.

What does that mean for you Youll join an international organization big enough to take you anywhere and small enough to get you there sooner. Youll help change how goods get to market and contribute to global sustainability. Youll 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 ourHybrid Work Model.

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 youll 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 youre 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.

Hours: 12:00pm - 8:00pm

Hybrid work - one day in office requirement

This rolepartnersdailywithOperationsLogisticsAssetManagementCustomerServiceandSalestosupport4500accountsanddrivestrongcustomersatisfaction.

KeyResponsibilities:

• Resolvecomplexcustomerinquiriesandprovidefirst-levelsupport
• Partnerwithinternalteamstotroubleshootissuesandimplementsolutions
• ManagebillingdiscrepanciesandensureERPaccuracy
• Monitoraccountperformanceandidentifyimprovementopportunities
• MaintainCRMdataandmeetservicemetrics
• Supportcustomerexperienceinitiativesandteamcoaching
• Proactivelymanageserviceandorderfulfilmentissues
• Contributetocontinuousprocessimprovements

WhatYouWillDo:

• Balancecustomerorderswithinventorycapacityandlogisticsconstraints
• Handlecustomercalls/emailsordersandissueresolution
• Coordinatewithcustomersandcarrierstoensureserviceperformance
• Identifyandmitigatesupplychainorfulfilmentrisks
• Driveimprovementsinlogisticsandinventoryplanning
• Supportrevenuegrowthinitiatives

WhatYouWillBring:

• Bachelorsdegreeorequivalentexperience
• 35yearsinCustomerServiceorSupplyChain
• Strongcommunicationanalyticalandproblem-solvingskills
• Customer-focuseddetail-orientedandadaptable
• Abilitytomulti-taskandmanagepriorities
• ProficiencyinMicrosoftOffice
• Availabilityforflexiblehours(includingsomeholidays)

LanguagesRequired:English French an asset

WhatWeOffer:

• Competitivesalarybonus
• Employer-paidhealthbenefits(Day1)
• RRSPmatch(upto5%)
• Company-paidvisiondisability&lifeinsurance
• Tuitionreimbursementparentalleaveprofitsharing&more

Base pay range is $64000 to $77000 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.

CepostecollaborequotidiennementavecleséquipesOpérationsLogistiqueGestiondesactifsServiceàlaclientèleetVentesafindesoutenir4500comptesetassureruneexcellenteexpérienceclient.

Principalesresponsabilités:

• Résoudredesdemandesclientscomplexesetoffrirunsoutiendepremierniveau
• Collaboreravecleséquipesinternespourrésoudrelesproblèmes
• Gérerlesécartsdefacturationetassurerlexactitudedessystèmes
• Suivrelaperformancedescomptesetproposerdesaméliorations
• MaintenirlesdonnéesCRMetrespecterlesindicateursclés
• Soutenirlesinitiativesdexpérienceclient
• Gérerproactivementlesenjeuxdeserviceetdecommandes
• Contribueràlaméliorationcontinue

Cequevousferez:

• Équilibrerlescommandesaveclescontraintesdinventaireetdelogistique
• Gérerlesappels/courrielsetlesdemandesclients
• Assurerlacoordinationavecclientsettransporteurs
• Identifieretatténuerlesrisquesliésàlachaînedapprovisionnement
• Optimiserlaplanificationlogistiqueetdinventaire
• Soutenirlacroissancedesrevenus

Cequevousapporterez:

• Baccalauréatouexpérienceéquivalente
• 3à5ansenserviceàlaclientèleouchaînedapprovisionnement
• Excellentescompétencesencommunicationetanalyse
• Orientationclientrigueuretadaptabilité
• Capacitéàgérerplusieurspriorités
• MaîtrisedeMicrosoftOffice
• Disponibilitépourhorairesflexibles(incluantcertainsjoursfériés)

Languesrequises:anglais

Cequenousoffrons:

• Salaireconcurrentielprime
• Avantagessociauxpayésdèslepremierjour
• REERaveccontribution(jusquà5%)
• Assurancespayéesparlentreprise
• Remboursementdesfraisdescolaritécongéparentalparticipationauxbénéficesetplus

Basepayrangeis$64000-$80000CADannually

Salaryrangesprovidedtakeintoaccountawidevarietyoffactorsthatareconsideredinmakingcompensationdecisionsincludingbutnotlimitedtoskillsets;experienceandtraining;.

Dependentonthepositionofferedotherformsofcompensationmaybepartofatotalofferingbeyondmedical&retirementbenefitsandmayincludeothermonetaryincentivesorbusinessbenefits.

Larémunérationdebasesesitueentre$64000-$80000paran.

Lesfourchettessalarialesindiquéestiennentcomptedenombreuxfacteursnotammentlescompétenceslexpérienceetlaformationlespermisetcertificationslesdifférencesdelocalisationgééquentlemontantproposépeutêtresupérieurouinférieuràlafourchetteindiquééetlesdétailsdenotrepolitiquederémunérationveuillezcontactervotreresponsabledurecrutement.

Selonleposteoffertdautresformesderémunérationpeuventêtreinclusesdansloffreglobaleenplusdesavantagessociaux(assurancemaladieetretraite)etpeuventcomprendredesprimesoudesavantagesliésàlactivité.

Hybrid Remote

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