Customer Operations Specialist

ABB Schweiz AG; Quebec; On-site; CAD 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Customer Operations Specialist to enhance customer satisfaction through effective communication and swift resolution of disputes. This role is crucial in maintaining positive customer relationships and ensuring adherence to company policies. You will engage with customers, manage inquiries, and collaborate across teams to address issues efficiently. Join a company recognized for its commitment to diversity and inclusion, where your contributions will be valued, and you can thrive in a supportive environment that promotes employee well-being and career growth.

Benefits

Retirement plan

Healthcare plan

Accident insurance

Wellbeing program

Qualifications

• Proven experience in customer service with a strong track record.
• Exceptional communication skills in both French and English.

Responsibilities

• Act as the primary point of contact for customer inquiries and claims.
• Collaborate with teams to ensure quick resolution of customer issues.

Skills

Customer Service

Communication Skills

Problem Solving

Order Processing

Bilingual (French and English)

Education

College or university diploma

Bachelor’s degree in business or communications

Tools

Microsoft Office Suite

SAP

Job description

Customer Operations Specialist

At ABB, we are dedicated to addressing global challenges. Our core values: care, courage, curiosity, and collaboration - combined with a focus on diversity, inclusion, and equal opportunities - are key drivers in our aim to empower everyone to create sustainable solutions. Write the next chapter of your ABB story.

This position reports to

Superviseure, entrée de commande

Your role and responsibilities

As a Customer Operations Specialist, your mission is to serve as a key point of contact between our organization and our valued customers. Your primary focus will be on effective communication, ensuring customer satisfaction, and swiftly resolving disputes and claims. You will play a crucial role in maintaining positive customer relationships and upholding our commitment to exceptional customer service.

1. Act as the primary point of contact for customer inquiries, concerns, and claims, providing clear, professional, and comprehensive responses.
2. Address customer disputes and claims promptly, investigating and analyzing issues related to orders.
3. Collaborate closely with cross-functional teams to ensure quick and satisfactory resolution of customer issues.
4. Maintain accurate and thorough records of customer interactions, claims, and resolutions for reporting and analysis purposes.
5. Identify recurring issues or trends in customer disputes and recommend process improvements to minimize future incidents.
6. Ensure adherence to company policies and procedures when addressing customer concerns.
7. Accurately and efficiently enter customer orders, ensuring all details are correct for order execution.
8. Assist customers with order placement and ensure complete handling of requests, including order changes, expediting, and tracking.

Qualifications for the role

• College or university diploma or equivalent required; bachelor’s degree in business, communications, or related field preferred.
• Proven experience in customer service or a related role, with a strong track record of effectively handling customer inquiries and resolving disputes.
• Proficiency in order processing systems and Microsoft Office Suite; SAP experience is an asset.
• Detail-oriented with the ability to manage multiple tasks and priorities.
• Exceptional communication skills in both French and English, with a focus on professionalism, empathy, active listening, and clarity. French is required. English is also required to communicate with customers outside Quebec on a regular basis.

Benefits

• Retirement plan
• Healthcare plan
• Accident insurance
• Wellbeing program

More about us

We look forward to receiving your application. If you want to discover more about ABB, take another look at our website www.abb.com. For the 9th year in a row, ABB Canada has been recognized as one of Canada’s top employers by Forbes Magazine. Also named as Canada's Top 100 Employers, Montreal's Top Employers, Canada's Top Employers for Young People, Canada’s Greenest Employers and in 2021 Best Candidate Experience Award (CandE Award), ABB's culture and commitment are to provide a caring workplace where everyone collaborates, feels valued, respected, included and supported. Also committed to ensuring that all policies and practices respect the Employment Equity Program, we aim for our workforce to be truly representative of the four designated groups; women, aboriginal people, members of visible minorities, and/or persons with disabilities. ABB will provide reasonable accommodation to the applicant with disabilities and encourage applicants to self-identify in the application process. ABB's Military Reservist Policy offers Canada's Reserve Force members the flexibility to undergo military training and activities while maintaining job security, seniority, pay, benefits, and privileges as ABB employees, including up to 15 paid working days per year for training, as well as extended leave for operations both in Canada and abroad, ensuring seamless career integration with our nation's defense forces.