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 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.

Job Description

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!

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 role partners daily with Operations, Logistics, Asset Management, Customer Service, and Sales to support ~4,500 accounts and drive strong customer satisfaction.

Key Responsibilities:

• Resolve complex customer inquiries and provide first-level support
• Partner with internal teams to troubleshoot issues and implement solutions
• Manage billing discrepancies and ensure ERP accuracy
• Monitor account performance and identify improvement opportunities
• Maintain CRM data and meet service metrics
• Support customer experience initiatives and team coaching
• Proactively manage service and order fulfilment issues
• Contribute to continuous process improvements

What You Will Do:

• Balance customer orders with inventory, capacity, and logistics constraints
• Handle customer calls/emails, orders, and issue resolution
• Coordinate with customers and carriers to ensure service performance
• Identify and mitigate supply chain or fulfilment risks
• Drive improvements in logistics and inventory planning
• Support revenue growth initiatives

What You Will Bring:

• Bachelor’s degree or equivalent experience
• 3-5 years in Customer Service or Supply Chain
• Strong communication, analytical, and problem-solving skills
• Customer-focused, detail-oriented, and adaptable
• Ability to multi-task and manage priorities
• Proficiency in Microsoft Office
• Availability for flexible hours (including some holidays)

Languages Required: English, French an asset

What We Offer:

• Competitive salary + bonus
• Employer-paid health benefits (Day 1)
• RRSP match (up to 5%)
• Company-paid vision, disability & life insurance
• Tuition reimbursement, parental leave, profit sharing & more

Base pay range is $64,000 to $77,000 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.

Ce poste collabore quotidiennement avec les équipes Opérations, Logistique, Gestion des actifs, Service à la clientèle et Ventes afin de soutenir ~4 500 comptes et assurer une excellente expérience client.

Principales responsabilités :

• Résoudre des demandes clients complexes et offrir un soutien de premier niveau
• Collaborer avec les équipes internes pour résoudre les problèmes
• Gérer les écarts de facturation et assurer l’exactitude des systèmes
• Suivre la performance des comptes et proposer des améliorations
• Maintenir les données CRM et respecter les indicateurs clés
• Soutenir les initiatives d’expérience client
• Gérer proactivement les enjeux de service et de commandes
• Contribuer à l’amélioration continue

Ce que vous ferez :

• Équilibrer les commandes avec les contraintes d’inventaire et de logistique
• Gérer les appels/courriels et les demandes clients
• Assurer la coordination avec clients et transporteurs
• Identifier et atténuer les risques liés à la chaîne d’approvisionnement
• Optimiser la planification logistique et d’inventaire
• Soutenir la croissance des revenus

Ce que vous apporterez :

• Baccalauréat ou expérience équivalente
• 3 à 5 ans en service à la clientèle ou chaîne d’approvisionnement
• Excellentes compétences en communication et analyse
• Orientation client, rigueur et adaptabilité
• Capacité à gérer plusieurs priorités
• Maîtrise de Microsoft Office
• Disponibilité pour horaires flexibles (incluant certains jours fériés)

Langues requises : anglais

Ce que nous offrons :

• Salaire concurrentiel + prime
• Avantages sociaux payés dès le premier jour
• REER avec contribution (jusqu’à 5 %)
• Assurances payées par l’entreprise
• Remboursement des frais de scolarité, congé parental, participation aux bénéfices et plus

Base pay range is $64,000 - $80,000 CAD 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.

La rémunération de base se situe entre $64,000 - $80,000 par an.

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.

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.

Remote Type

Hybrid Remote

Skills to succeed in the role

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 [email protected].