Customer Experience Associate, Bilingual / French

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.

This bilingual (*English/French) 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. 

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.

What you will do:

• Balancing network orders against customer demand and customer shipping requirements, and balance decision making considering inventory availability, plant capacity, transportation costs and customer requirements.
• Handle incoming calls and e-mails from customers to take orders, answer inquiries and questions troubleshoot problems and provide information.
• Attend mandatory training sessions to stay updated on product or company policy changes.
• Interface with both customers and carriers to ensure compliance and performance within assigned markets.
• Secure business success and sustainable growth by recognition and communication of any potential supply chain and/or order fulfilment conflicts affecting the customer.
• 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.
• 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.

• Support sales initiatives to expand the revenue performance of your territory.

What you will bring:

• Bachelor’s Degree or equivalent supply chain / customer facing experience required

• 3-5 years Customer Service, Supply Chain 
• Able to work flexible hours until 8pm depending on shift

• Customer focused
• Outgoing and energetic attitude
• Good listening skills
• High level of professionalism
• Superior analytical abilities, self-motivated and able to work independently, detail oriented, excellent communication skills, good data management skills
• Professional Demeanor with Approachability and Likeability
• High Learning Agility - adaptability and flexibility while in a state of constant change
• Ability to multi-task and effectively manage time and resources
• Decision Quality - Ability to think outside the box to provide best solution for our customers
• Must be available to work some holidays
• Microsoft Office – Excel, Word, PowerPoint, Access, Outlook

Languages Required: English & French

What we Offer:

• Competitive salary + bonus   

• Employer Paid Health Benefits Day 1!   

• RRSP w/ company match (up to 5%)  

• FREE company-paid vision, short-term disability, and life insurance!!  

• Tuition reimbursement, parental leave, childcare assistance, profit sharing, and MORE

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 recruitment@brambles.com.