Chep

2 days ago

Customer Support Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 22 hours agoStatus: Live

Job Summary

Own a territory of Tier 1 and Tier 2 retail and commercial customers, serving as the primary contact to ensure seamless service and strong account health. Resolve complex customer inquiries, billing disputes, and operational issues through cross-functional collaboration (Finance, Operations, Logistics, Key Account Management). Monitor KPIs, manage customer engagement, coach team members, and drive continuous process improvements to achieve NPS targets and maintain accurate CRM and ERP data.

Location: Mississauga

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Lead resolution of complex and critical customer inquiries and guide customers through service solutions, system navigation, and business processes.
•Collaborate with internal stakeholders to troubleshoot issues, perform root cause analysis, and implement long-term corrective actions.
•Oversee billing dispute resolution and ensure accuracy in ERP systems with clear customer communication.
•Monitor customer account KPIs and take corrective actions for pallet audits, negative balances, late reporting, suspended transactions, unpaid invoices, and CRM service requests.
•Maintain accurate customer records in CRM, coach team members, and support customer engagement initiatives to improve NPS and customer loyalty.

Pay and Benefits

Salary: USD 70,000 - 95,000 annually

Key Requirements

•Bachelor’s degree or college diploma.
•Experience in sales and service within a service company.
•Key customer account relationship management experience.
•Experience working with financial measures and key performance indicators (KPIs).
•Expertise using Six Sigma or Lean tools to eliminate waste and drive continuous improvement.

Experience:Customer successCustomer supportService operations

Education:Bachelor's

Skills:Problem-solvingCustomer focusTeam collaborationCommunicationTaking ownership

Languages:EnglishFrench

Tech Stack:Microsoft OfficeSiebel CRMSAPBusiness WarehouseCRMERP

Company Brief

Chep

Provides pooled pallets, crates and containers and supply-chain logistics services to manufacturers, retailers and logistics providers globally, enabling transport, storage and returnable packaging solutions that reduce cost, waste and complexity in multi-party supply chains.

Industry: Logistics

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Valuation: Public Company (Market Cap in USD)

Headquarters: Sydney, Australia

Website LinkedIn

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Chep

2 days ago

Customer Support Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 22 hours agoStatus: Live

Job Summary

Location: Mississauga

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Lead resolution of complex and critical customer inquiries and guide customers through service solutions, system navigation, and business processes.
•Collaborate with internal stakeholders to troubleshoot issues, perform root cause analysis, and implement long-term corrective actions.
•Oversee billing dispute resolution and ensure accuracy in ERP systems with clear customer communication.
•Monitor customer account KPIs and take corrective actions for pallet audits, negative balances, late reporting, suspended transactions, unpaid invoices, and CRM service requests.
•Maintain accurate customer records in CRM, coach team members, and support customer engagement initiatives to improve NPS and customer loyalty.

Pay and Benefits

Salary: USD 70,000 - 95,000 annually

Key Requirements

•Bachelor’s degree or college diploma.
•Experience in sales and service within a service company.
•Key customer account relationship management experience.
•Experience working with financial measures and key performance indicators (KPIs).
•Expertise using Six Sigma or Lean tools to eliminate waste and drive continuous improvement.

Experience:Customer successCustomer supportService operations

Education:Bachelor's

Skills:Problem-solvingCustomer focusTeam collaborationCommunicationTaking ownership

Languages:EnglishFrench

Tech Stack:Microsoft OfficeSiebel CRMSAPBusiness WarehouseCRMERP

Company Brief

Chep

Industry: Logistics

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Valuation: Public Company (Market Cap in USD)

Headquarters: Sydney, Australia

Website LinkedIn