Customer Service Lead – B2B Manufacturing (Hybrid)

BlackBerry Inc.; Sainte-Brigide-d'Iberville; Hybrid; CAD 65,000 - 90,000; Full time

Job summary

ABB is seeking a Customer Service Supervisor in Saint-Jean-sur-Richelieu, Quebec. The role is hybrid with two office days per week and focuses on coaching a team to meet KPIs, resolving escalations, and improving cross-functional processes.

The ideal candidate has a Bachelors in Business Administration, 5+ years in a B2B setting, and fluency in French and English, with Salesforce/SAP experience as assets.

Qualifications

• Bachelor's degree in Business Administration or equivalent.
• Minimum five years' experience in a B2B environment, preferably manufacturing.
• Bilingual in French and English; English required for non-Quebec communications.
• Strong leadership, communication, and organizational skills.

Responsibilities

• Foster accountability and ensure KPIs and service level objectives are met.
• Act as second level escalation for customer issues and ensure fast resolution.
• Coordinate resource allocation and scheduling to optimize coverage.
• Maintain Salesforce processes and drive continuous improvements across Customer Service.
• Lead regular business reviews with key customer accounts.

Skills

Leadership

Communication

Project management

Multitasking

Problem solving

Education

Bachelor's degree in Business Administration

Tools

Salesforce

SAP

Job description

ABB is seeking a Customer Service Supervisor in Saint-Jean-sur-Richelieu, Quebec. The role is hybrid with two office days per week and focuses on coaching a team to meet KPIs, resolving escalations, and improving cross-functional processes.

The ideal candidate has a Bachelors in Business Administration, 5+ years in a B2B setting, and fluency in French and English, with Salesforce/SAP experience as assets.