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…

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