Customer Experience Associate, Bilingual

Job Description

<p>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, 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!</p><p><br></p><p>This bilingual ( <b>English/French</b>) 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.</p><p><br></p><p>The new CXA will be required to work 9AM - 5PM for the first two to three weeks for training. After the training is completed, the working hours will be 12PM-8PM.</p><p><br></p><p><b>Key Responsibilities May Include:</b></p><p><br></p><ul><li>Lead the resolution of complex and critical customer inquiries, delivering first-level support and guiding customers through service solutions, system navigation, and business processes.</li><li>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.</li><li>Oversee the resolution of billing disputes and discrepancies, ensuring accuracy in ERP systems and clear communication of outcomes to customers.</li><li>Monitor customer account performance, utilizing control and financial reports to identify discrepancies, trends, and opportunities for process optimization.</li><li>Maintain accurate customer records and service-related data within CRM systems, ensuring timely and accurate completion of tasks and adherence to key performance metrics.</li><li>Support customer engagement initiatives by coaching team members, providing feedback, and fostering a positive customer experience through proactive communication and quality monitoring.</li><li>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.</li><li>Contribute to continuous improvement efforts by identifying areas for operational enhancements, streamlining processes, and ensuring alignment with customer service best practices.</li></ul><p><br></p><p><b>What you will do:</b></p><ul><li>Balancing network orders against customer demand and customer shipping requirements, and balance decision making considering inventory availability, plant capacity, transportation costs and customer requirements.</li><li>Handle incoming calls and e-mails from customers to take orders, answer inquiries and questions troubleshoot problems and provide information.</li><li>Attend mandatory training sessions to stay updated on product or company policy changes.</li><li>Interface with both customers and carriers to ensure compliance and performance within assigned markets.</li><li>Secure business success and sustainable growth by recognition and communication of any potential supply chain and/or order fulfilment conflicts affecting the customer.</li><li>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.</li><li>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.</li><li>Support sales initiatives to expand the revenue performance of your territory.</li></ul><p><br></p><p><b>What you will bring:</b></p><ul><li>Bachelor's Degree or equivalent supply chain / customer facing experience required</li><li>3-5 years Customer Service, Supply Chain</li><li>Able to work flexible hours</li><li>Customer focused</li><li>Superior analytical abilities, self-motivated and able to work independently, detail oriented, excellent communication skills, good data management skills</li><li>High Learning Agility - adaptability and flexibility while in a state of constant change</li><li>Ability to multi-task and effectively manage time and resources</li><li>Decision Quality - Ability to think outside the box to provide best solution for our customers</li><li>Must be available to work some holidays</li><li>Microsoft Office - Excel, Word, PowerPoint, Access, Outlook</li></ul><p><br></p><p><b>Languages Required: </b>English & French</p><p><br></p><p><b>What we Offer: </b></p><ul><li>Competitive salary + bonus</li><li>Employer Paid Health Benefits Day 1!</li><li>RRSP w/ company match (up to 5%)</li><li>FREE company-paid vision, short-term disability, and life insurance </li><li>Tuition reimbursement, parental leave, childcare assistance, profit sharing, and MORE</li></ul><p><br></p><p>Base pay range is $64,000 - $88,000 CAD annually</p><p><br></p><p>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.</p><p>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.</p><p><br></p><p><br></p><p>La rémunération de base se situe entre $64,000 - $88,000 par an.</p><p><br></p><p>Les fourchettes salariales indiquées tiennent compte de nombreux facteurs, notamment les compétences, l'expérience et la formation, les permis et certifications, les différences de localisation géographique et les besoins de l'entreprise. Par conséquent, le montant proposé peut être supérieur ou inférieur à la fourchette indiquée. Pour toute question concernant la flexibilité et les détails de notre politique de rémunération, veuillez contacter votre responsable du recrutement.</p><p><br></p><p>Selon le poste offert, d'autres formes de rémunération peuvent être incluses dans l'offre globale, en plus des avantages sociaux (assurance maladie et retraite), et peuvent comprendre des primes ou des avantages liés à l'activité.</p>