Bilingual Customer Support Manager

Brambles; Vancouver; Hybrid; CAD 65,000 - 85,000; Full time

Job summary

A leading company in the logistics sector is seeking a dedicated Account Manager to oversee a territory of retail and commercial customers. The role focuses on enhancing customer satisfaction through proactive communication, managing account health, and supporting customer audits. The ideal candidate will have a strong background in sales or service, with excellent problem-solving and communication skills. This hybrid remote position offers the opportunity to work collaboratively across various functions to drive customer success and loyalty.

Qualifications

• 3-5 years of sales or service experience in a service company.
• Experience with financial measures and KPIs.
• Key account management experience.

Responsibilities

• Manage customer relationships to enhance satisfaction and loyalty.
• Conduct partnership reviews with key customers quarterly.
• Monitor KPIs to detect and resolve account issues.

Skills

Problem-Solving

Communication

Customer Focus

Teamwork

Leadership

Analytical Thinking

Education

Bachelor Degree or College Diploma

Tools

Microsoft Office

Siebel CRM

SAP

Business Warehouse

Job description

Qualifications

Languages

Required

Position Purpose

Manage a territory of retail and commercial customers. Responsible for delivering exceptional service to assigned customers, enhancing customer satisfaction and loyalty as measured through annual NPS scores. Improve customer experience through proactive communication and influence. Support company and customer initiatives including:

• Addressing negative balances, suspended flows, unknown and rejected movements in line with company policies.
• Analyzing customer cycle times and implementing control methodologies.
• Analyzing outbound movements.
• Supporting customer audits and reconciliations to maintain account integrity.

This role requires collaboration with functions such as Finance, IS, Operations, Logistics, Retail Supply Chain, and Sales.

Major / Key Accountabilities

Account Maintenance

• Maintain customer relationships and service levels to ensure loyalty and satisfaction, achieving the NPS target or equivalent.

Daily Tasks

• Maintain regular contact with customers within the territory.
• Conduct partnership reviews with key customers quarterly.
• Respond to inquiries regarding billing, transactions, and account health.
• Monitor KPIs to detect and resolve account issues.
• Take corrective actions on audits, negative balances, late reporting, suspended transactions, unpaid invoices, and service requests.
• Audit and reconcile CHEP equipment on rent.
• Ensure timely completion of customer audits per policy.
• Support health and safety initiatives.
• Optimize order processes for cost efficiency.
• Address product or service quality concerns.
• Educate customers on best practices and improve processes.
• Create reports and collaborate on process improvements.
• Perform data integrity checks regularly.
• Support joint business plans for growth.
• Monitor and improve payment trends.
• Leverage knowledge of customer needs to generate income from CHEP's offerings.

Qualifications

• Education: Bachelor Degree or College Diploma

Experience

• Sales or service experience in a service company
• Experience with financial measures and KPIs
• Experience working in a matrix organization
• Key account management experience
• Ability to enhance customer satisfaction
• Knowledge of waste elimination using Six Sigma/Lean tools
• Continuous improvement skills and fostering a culture of excellence

Skills and Knowledge

• Understanding of business and problem-solving
• Planning, prioritization, and monitoring skills
• Organizational agility and effective communication
• Customer focus, teamwork, integrity, trust
• Courage to address issues, leadership skills
• Energy, drive, and results-oriented mindset
• Proficiency in Microsoft Office, Siebel CRM, SAP, Business Warehouse
• Analytical thinking, leadership, strategic mindset

Languages

• French (Required)

Preferred Education

Not specified

Preferred Level of Work Experience

3-5 years

Remote Type

Hybrid Remote

We are committed to diversity and equal opportunity. We do not discriminate based on race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, disability, or other protected classes. Beware of fraudulent job offers; contact us if in doubt about the legitimacy of any communication.