- 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.
- 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.
- 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.
- 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.
- Education: Bachelor Degree or College Diploma
- Training: Negotiation skills, Customer Service Skills.
- 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
- 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
- English
- French
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Bilingual Customer Support Manager - Laurent, Canada - Brambles
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Description
CHEP helps move more goods to more people, in more places than any other organization on earth via our 300 million pallets, crates and containers. We employ 11,000 people and operate in more than 55 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 .
Job Description
Position Purpose
Manage a Territory of retail and commercial customers. 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:
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
Daily Tasks
Revenue stream
Qualifications
Experience
Skills and Knowledge
Languages
Required
Fonctions du poste
Gérer un territoire de clients commerciaux et de détail. Améliorer la satisfaction et la fidélité de la clientèle dans le territoire désigné tel que mesuré durant le NPS annuel. Signaler toute menace de la concurrence à l'équipe de direction. Utiliser le service à la clientèle, les analyses et la gestion du temps afin de soutenir toutes les initiatives de l'entreprise et du client, notamment :
• Veiller à ce que les soldes négatifs, les flux interrompus, les mouvements inconnus et rejetés soient traités conformément à la politique et aux procédures de l'entreprise.
• Les analyses de la durée du cycle du client et la mise en place de méthodes de contrôle.
• L'analyse des déplacements 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'intégrité du compte du client et de soutenir les politiques et procédures de l'entreprise.
Ce poste nécessite une excellente compréhension de plusieurs fonctions de CHEP, comme les finances, les systèmes d'information, l'exploitation, la logistique, la chaîne d'approvisionnement au détail, les comptes commerciaux et les ventes et une collaboration quotidienne avec celles-ci.
Principales responsabilités
Entretien des comptes
• Gérer les relations avec les clients et les niveaux de service requis pour s'assurer de leur fidélité et de leur satisfaction, comme mesurés par l'atteinte du NPS cible ou de toute autre cible utilisée par l'entreprise. Surveiller et soutenir un territoire de comptes de niveau 1 et 2 avec son excellente connaissance des entreprises et un accent sur la satisfaction de la clientèle et la valeur ajoutée de Brambles.
Tâches quotidiennes
• Maintenir un contact constant avec les clients dans le territoire attribué.
• Participez à des examens proactifs des partenariats avec des clients clés quatre fois par an.
• Répondre aux demandes des clients au sujet de la facturation, des transactions et des autres sujets en lien avec la santé des comptes.
• Surveiller les IRC du compte (taux d'émission, durée du cycle, solde de fermeture) afin de détecter les problèmes de santé des comptes et les résoudre.
• Prendre des mesures correctives à la suite des audits des palettes, des soldes négatifs d'émissions, des rapports soumis tardivement, des transactions suspendues, des factures impayées, des demandes de service CRM, etc.
• Réaliser l'audit de l'équipement de CHEP en location, effectuer le rapprochement des audits et rapporter les résultats à l'équipe de
gestion des comptes commerciaux afin d'obtenir une compensation pour les actifs perdus.
• Travailler avec l'équipe des audits afin de veiller à ce que tous les audits des clients soient réalisés conformément à la politique relative aux audits de Brambles et dans un délai raisonnable.
• Soutenir les initiatives de santé et sécurité de CHEP.
• Optimiser le processus de commande afin de veiller à ce que les palettes soient livrées ou récupérées par le client de la façon la plus économique pour celui-ci et pour CHEP.
• Répondre aux préoccupations relatives à la qualité des produits ou des services et les résoudre.
• Former les clients sur les meilleures pratiques (approche de consultation). Continuer d'améliorer les processus et les activités au bénéfice des intervenants.
Source de revenus
• Soutenir les plans commerciaux conjoints avec les clients en veillant à ce que leur exécution aide à faire croître et fidéliser les clients existants.
• Responsable de surveiller et d'améliorer les tendances de paiement des clients
Tirez parti de la connaissance de vos clients qui génèrent des revenus grâce aux offres de base de la proposition de valeur de CHEP Canada.
Qualifications
• Formation : Baccalauréat ou diplôme collégial
• Formation : Compétences en négociations, compétences en service à la clientèle.
Expérience
• Expérience en ventes et en service dans une entreprise de services
• Expérience de travail avec des mesures financières et des indicateurs de rendement clés
• Expérience de travail positive dans une structure matricielle
• Expérience dans la gestion des relations avec des clients importants, un atout
• Capacité d'améliorer la qualité afin d'augmenter de façon durable la satisfaction des clients
• Expertise dans l'élimination des pertes dans les processus commerciaux en utilisant les outils six sigma et lean
• Amélioration stratégique continue en créant une culture
Compétences et connaissances
• Stratégique : Compréhension de l'entreprise, résolution de problèmes et créativité
• Opérations : Excellente planification, établissement des priorités, surveillance et évaluation du travail
• Organisationnel : Agilité organisationnelle, communication efficace et ambition professionnelle
• Personnel et interpersonnel : Accent sur les clients, esprit d'équipe, intégrité et confiance
• Courage : Gestion des problèmes, indépendance et compétences de direction
• Énergie et dynamisme : Accent sur les actions, passion du succès et envie d'obtenir les résultats attendus
• Autre : Informatique : Microsoft Office, Siebel CRM, SAP, Business Warehouse
• Personnel : Esprit d'équipe et capacité d'écoute, capacité d'établir des relations et de diriger une équipe, analytique, stratégique, leader énergique, excellent communicateur et polyvalent
Langues
Requis
• Anglais
• Français
#mon
Preferred Education
BachelorsPreferred Level of Work Experience
3 - 5 yearsRemote Type
Hybrid RemoteWe 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.