Customer Operations Specialist

ABB Schweiz AG; Quebec; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading company is looking for a Customer Operations Specialist to enhance customer satisfaction through effective communication and dispute resolution. The ideal candidate will have a strong background in customer service and be proficient in order processing systems. Joining ABB means being part of a committed team focused on fostering a diverse and inclusive workplace, recognized as one of Canada's Best Employers.

Benefits

Retirement plan

Accident insurance

Healthcare plan

Wellbeing program

Qualifications

• Proven experience in customer service handling inquiries and resolving disputes.
• Exceptional communication skills in both French and English.
• Ability to manage multiple tasks and priorities.

Responsibilities

• Serve as a key point of contact for customer inquiries, ensuring satisfaction.
• Accurately enter customer orders and assist with requests.
• Address customer disputes and collaborate for satisfactory resolutions.

Skills

Communication

Problem Solving

Analytical Abilities

Detail-oriented

Education

Bachelor’s degree in business, communications, or related field

Tools

Microsoft Office Suite

Order Processing Systems

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 is a position with grade

16

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. Customer Communication and Dispute Resolution

• Act as the primary point of contact for customer inquiries, concerns, and claims, providing clear, professional, and comprehensive responses.
• Address customer disputes and claims promptly, investigating and analyzing issues related to orders. Collaborate closely with cross-functional teams to ensure quick and satisfactory resolution of customer issues.
• Maintain accurate and thorough records of customer interactions, claims, and resolutions for reporting and analysis purposes.
• Identify recurring issues or trends in customer disputes and recommend process improvements to minimize future incidents.
• Ensure adherence to company policies and procedures when addressing customer concerns.

1. Accurate Order Processing

• Accurately and efficiently enter customer orders, ensuring all details, including product information, quantities, pricing, and delivery instructions, are correctly recorded to facilitate order execution.
• Assist customers with order placement and ensure the complete handling of requests (e.g., order changes, order completion, expediting, credit management, tracking and communication, delivery delays, etc.).

Qualifications for the role

• College or university diploma or equivalent required; bachelor’s degree in business, communications, or related field.
• Proven experience in customer service or a related role, with a strong track record of effectively handling customer inquiries and resolving disputes.
• Knowledge of the industry and products/services offered by the company is a plus.
• Proficiency in order processing systems, and Microsoft Office Suite (Outlook, Excel, Word, etc.); SAP (an asset).
• Detail-oriented with the ability to manage multiple tasks and priorities.
• Strong problem-solving and analytical abilities to investigate and resolve customer issues.
• Ability to remain calm and professional in high-pressure situations.
• Exceptional communication skills in both French and English, with a focus on professionalism, empathy, active listening, and clarity.

Benefits

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

More about us

****Referral bonus premium $3,000.00**** This offer is conditional upon the applicant obtaining Industrial Security Level 2 status and a certificate issued by the Department of Controlled Goods. We look forward to receiving your application. If you want to discover more about ABB, visit our website www.abb.com. ABB Canada has been recognized as one of Canada's Best Employers by Forbes magazine for nine consecutive years. We are committed to providing a caring workplace where everyone feels valued, respected, included, and supported. We respect the Employment Equity Program and aim for our workforce to be truly representative of women, aboriginal people, visible minorities, and persons with disabilities. ABB provides reasonable accommodations and encourages applicants to self-identify. Our Military Reservist Policy supports Canada's Reserve Force members, offering flexibility for military training and activities, including paid leave and job security. We look forward to your application and the possibility of you joining our team.