{"id":2050393,"url":"https://alion.io/job/chep-customer-experience-associate","title":"Customer Experience Associate","company":{"id":1821708,"name":"CHEP","domain":"chep.com","url":"https://alion.io/company/chep-com","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":90,"open_postings":13,"ghost_share":0,"stale_share":0.385,"repost_share":0,"time_to_fill_p50_days":54,"computed_at":"2026-10-10T05:45:15Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mississauga, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":64000,"max":77000,"currency":"CAD","period":"year","gross":null,"usd_annual":54018},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false}],"status":"live","first_seen_at":"2026-10-07T21:23:54Z","employer_posted_date":"2026-10-07","last_verified_at":"2026-10-11T21:46:19Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"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.\nWhat 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.\nJob Description\nAre 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:\nLead the resolution of complex and critical customer inquiries, delivering first-level support and guiding customers through service solutions, system navigation, and business processes.\nCollaborate 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.\nOversee the resolution of billing disputes and discrepancies, ensuring accuracy in ERP systems and clear communication of outcomes to customers.\nMonitor customer account performance, utilizing control and financial reports to identify discrepancies, trends, and opportunities for process optimization.\nMaintain accurate customer records and service-related data within CRM systems, ensuring timely and accurate completion of tasks and adherence to key performance metrics.\nSupport customer engagement initiatives by coaching team members, providing feedback, and fostering a positive customer experience through proactive communication and quality monitoring.\nProactively 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.\nContribute to continuous improvement efforts by identifying areas for operational enhancements, streamlining processes, and ensuring alignment with customer service best practices.\nHours: 12:00pm - 8:00pm\nHybrid work - one day in office requirement\nThis role partners daily with Operations, Logistics, Asset Management, Customer Service, and Sales to support ~4,500 accounts and drive strong customer satisfaction.\nKey Responsibilities:\nResolve complex customer inquiries and provide first-level support\nPartner with internal teams to troubleshoot issues and implement solutions\nManage billing discrepancies and ensure ERP accuracy\nMonitor account performance and identify improvement opportunities\nMaintain CRM data and meet service metrics\nSupport customer experience initiatives and team coaching\nProactively manage service and order fulfilment issues\nContribute to continuous process improvements\nWhat You Will Do:\nBalance customer orders with inventory, capacity, and logistics constraints\nHandle customer calls/emails, orders, and issue resolution\nCoordinate with customers and carriers to ensure service performance\nIdentify and mitigate supply chain or fulfilment risks\nDrive improvements in logistics and inventory planning\nSupport revenue growth initiatives\nWhat You Will Bring:\nBachelor’s degree or equivalent experience\n3-5 years in Customer Service or Supply Chain\nStrong communication, analytical, and problem-solving skills\nCustomer-focused, detail-oriented, and adaptable\nAbility to multi-task and manage priorities\nProficiency in Microsoft Office\nAvailability for flexible hours (including some holidays)\nLanguages Required: English, French an asset\nWhat We Offer:\nCompetitive salary + bonus\nEmployer-paid health benefits (Day 1)\nRRSP match (up to 5%)\nCompany-paid vision, disability & life insurance\nTuition reimbursement, parental leave, profit sharing & more\nBase pay range is $64,000 to $77,000 annually\nSalary 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.\nDependent 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.\nCe 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.\nPrincipales responsabilités :\nRésoudre des demandes clients complexes et offrir un soutien de premier niveau\nCollaborer avec les équipes internes pour résoudre les problèmes\nGérer les écarts de facturation et assurer l’exactitude des systèmes\nSuivre la performance des comptes et proposer des améliorations\nMaintenir les données CRM et respecter les indicateurs clés\nSoutenir les initiatives d’expérience client\nGérer proactivement les enjeux de service et de commandes\nContribuer à l’amélioration continue\nCe que vous ferez :\nÉquilibrer les commandes avec les contraintes d’inventaire et de logistique\nGérer les appels/courriels et les demandes clients\nAssurer la coordination avec clients et transporteurs\nIdentifier et atténuer les risques liés à la chaîne d’approvisionnement\nOptimiser la planification logistique et d’inventaire\nSoutenir la croissance des revenus\nCe que vous apporterez :\nBaccalauréat ou expérience équivalente\n3 à 5 ans en service à la clientèle ou chaîne d’approvisionnement\nExcellentes compétences en communication et analyse\nOrientation client, rigueur et adaptabilité\nCapacité à gérer plusieurs priorités\nMaîtrise de Microsoft Office\nDisponibilité pour horaires flexibles (incluant certains jours fériés)\nLangues requises : anglais\nCe que nous offrons :\nSalaire concurrentiel + prime\nAvantages sociaux payés dès le premier jour\nREER avec contribution (jusqu’à 5 %)\nAssurances payées par l’entreprise\nRemboursement des frais de scolarité, congé parental, participation aux bénéfices et plus\nBase pay range is $64,000 - $80,000 CAD annually\nSalary 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.\nDependent 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.\nLa rémunération de base se situe entre $64,000 - $80,000 par an.\nLes 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.\nSelon 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.\nRemote Type\nHybrid RemoteSkills to succeed in the role\nAdaptability, 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 CustomersWe 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.\nIndividuals 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 .","description_format":"text","description_chars":10037,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[{"language":"French","level":"All levels","optional":false},{"language":"English","level":"All levels","optional":false}]},"benefits":["Hybrid work","Life insurance","Parental leave"],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Consumer Goods","Transportation & Logistics","Supply Chain"],"lifecycle":[{"event":"open","at":"2026-10-07T21:23:54Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":2,"expected_fill_days":54,"reasons":["conf:3","velocity","win:early","comp:brand"],"computed_at":"2026-10-10T05:45:15Z"},"pay":{"stated_usd_annual":54018,"is_top_pay":false},"html_url":"https://alion.io/job/chep-customer-experience-associate","json_url":"https://alion.io/job/chep-customer-experience-associate.json","meta":{"generated_at":"2026-10-11T21:49:56Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":11039,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-12T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1821708},"rest":"https://alion.io/mcp/rest/get_company?id=1821708"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fchep-customer-experience-associate"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fchep-customer-experience-associate"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fchep-customer-experience-associate"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/chep-customer-experience-associate\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fchep-customer-experience-associate"}]}