Customer Support Manager Jobs in Markham, ON (NOW HIRING)

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 ourHybrid Work Model.

Job DescriptionAre 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!

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 Canada's 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

Gerer un territoire de clients de niveau1 et2 tout en offrant un niveau de service exceptionnel et constant aux yeux des clients. Ameliorer la satisfaction et la fidelite de la clientele dans le territoire designe tel que mesure durant le NPS annuel. Signaler toute menace de la concurrence a l'equipe de direction. Utiliser le service a la clientele, les analyses et la gestion du temps afin de soutenir toutes les initiatives de l'entreprise et du client, notamment:

Veiller a ce que les soldes negatifs, les flux interrompus, les mouvements inconnus et rejetes soient traites conformement a la politique et aux procedures de l'entreprise.

Les analyses de la duree du cycle du client et la mise en place de methodes de controle.

L'analyse des deplacements sortants.

Mettre en place, superviser et soutenir les fonctions d'audit et de rapprochement du client et effectuer le rapprochement de 90% du territoire total afin d'assurer l'integrite du compte du client et de soutenir les politiques et procedures de l'entreprise.

Ce poste necessite une excellente comprehension de plusieurs fonctions de CHEP, comme les finances, les systemes d'information, l'exploitation, la logistique, la chaine d'approvisionnement au detail, les comptes commerciaux et les ventes et une collaboration quotidienne avec celles-ci.

Principales responsabilites

Entretien des comptes

Gerer les relations avec les clients et les niveaux de service requis pour s'assurer de leur fidelite et de leur satisfaction, comme mesures par l'atteinte du NPS cible ou de toute autre cible utilisee par l'entreprise. Surveiller et soutenir un territoire de comptes de niveau1 et2 avec son excellente connaissance des entreprises et un accent sur la satisfaction de la clientele et la valeur ajoutee de Brambles.

Taches quotidiennes

Contacter les clients de tout le territoire au moins quatrefois par annee.

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

Surveiller les IRC du compte (taux d'emission, duree du cycle, solde de fermeture) afin de detecter les problemes de sante des comptes et les resoudre.

Prendre des mesures correctives a la suite des audits des palettes, des soldes negatifs d'emissions, des rapports soumis tardivement, des transactions suspendues, des factures impayees, des demandes de service CRM, etc.

Realiser l'audit de l'equipement de CHEP en location, effectuer le rapprochement des audits et rapporter les resultats a l'equipe de

gestion des comptes commerciaux afin d'obtenir une compensation pour les actifs perdus.

Travailler avec l'equipe des audits afin de veiller a ce que tous les audits des clients soient realises conformement a la politique relative aux audits de Brambles et dans un delai raisonnable.

Soutenir les initiatives de sante et securite de CHEP.

Optimiser le processus de commande afin de veiller a ce que les palettes soient livrees ou recuperees par le client de la facon la plus economique pour celui-ci et pour CHEP.

Repondre aux preoccupations relatives a la qualite des produits ou des services et les resoudre.

Former les clients sur les meilleures pratiques (approche de consultation). Continuer d'ameliorer les processus et les activites au benefice des intervenants.

Source de revenus

Soutenir les plans commerciaux conjoints avec les clients en veillant a ce que leur execution aide a faire croitre et fideliser les clients existants.

Responsable de surveiller et d'ameliorer les tendances de paiement des clients conformement aux modalites de paiement convenues

de 30jours. Surveiller le delai de recouvrement des creances client et le maintenir en dessous de la cible de jours etablie tel que mesure par les revenus en attente dans les rapports mensuels sur les recettes et eliminer les soldes crediteurs.

Qualifications

Formation: Baccalaureat ou diplome collegial

Formation: Competences en negociations, competences en service a la clientele.

Experience

Experience en ventes et en service dans une entreprise de services

Experience de travail avec des mesures financieres et des indicateurs de rendement cles

Experience de travail positive dans une structure matricielle

Experience dans la gestion des relations avec des clients importants, un atout

Capacite d'ameliorer la qualite afin d'augmenter de facon durable la satisfaction des clients

Expertise dans l'elimination des pertes dans les processus commerciaux en utilisant les outils six sigma et lean

Amelioration strategique continue en creant une culture

Competences et connaissances

Strategique: Comprehension de l'entreprise, resolution de problemes et creativite

Operations: Excellente planification, etablissement des priorites, surveillance et evaluation du travail

Organisationnel: Agilite organisationnelle, communication efficace et ambition professionnelle

Personnel et interpersonnel: Accent sur les clients, esprit d'equipe, integrite et confiance

Courage: Gestion des problemes, independance et competences de direction

Energie et dynamisme: Accent sur les actions, passion du succes et envie d'obtenir les ...