Customer Experience Associate in Mississauga

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.

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.

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.
• Drive improvements in logistics and inventory planning.
• Support revenue growth initiatives.

What You Will Bring:

• Bachelor’s degree or equivalent experience.
• 3–5 years in Customer Service or Supply Chain.
• Strong communication, analytical, and problem-solving skills.
• Customer-focused, detail-oriented, and adaptable.
• Ability to multi-task and manage priorities.
• Proficiency in Microsoft Office.
• Availability for flexible hours (including some holidays).

Languages Required: English, French an asset.What We Offer:

• Competitive salary + bonus.
• Employer-paid health benefits (Day 1).
• RRSP match (up to 5%).
• Company-paid vision, disability & life insurance.
• Tuition reimbursement, parental leave, profit sharing & more.