Customer Service Officer Team Lead

Alstom; Mississauga; On-site; CAD 55,000 - 75,000; Full time

Job summary

A leading company in the mobility sector, Alstom seeks a Customer Service Officer to lead customer service activities, manage a team, and enhance customer satisfaction. The role involves training team members, handling escalated issues, and implementing customer service initiatives. Join us to contribute to a greener, smarter future in transportation.

Qualifications

• Excellent leadership and organizational skills.
• Able to handle multiple tasks and prioritize effectively.
• You have operational effectiveness/accountability.

Responsibilities

• Supervise and manage a group of customer service representatives.
• Handle escalated customer issues and complaints.
• Prepare reports on team performance and customer satisfaction.

Skills

Leadership

Organizational skills

Collaboration

Motivation

Communication

Job description

Leading societies to a low carbon future, Alstom develops and markets mobility solutions that provide the sustainable foundations for the future of transportation. Our product portfolio ranges from high-speed trains, metros, monorail, and trams to integrated systems, customised services, infrastructure, signalling and digital mobility solutions. Joining us means joining a caring, responsible, and innovative company where more than 70,000 people lead the way to greener and smarter mobility, worldwide.

Join us as Customer Service Officer based in Canada

Lead the Customer Service activities, to understand customer needs and create a trusting strategy and close relationship, leading and managing a customer service team, providing customer support, resolving issues, and ensuring customer satisfaction. As a working manager, you will also be leading quotations process, meaning you will be responsible to price our parts, using your better judgment and Finance guidelines.

Your responsibilities will include:

• Supervise and manage a group of customer service representatives
• Train and mentor team members
• Handle escalated customer issues and complaints
• Analyze customer feedback and data to identify trends and opportunities
• Implement and track customer service initiatives
• Prepare reports on team performance, customer satisfaction, and other relevant metrics
• Receive, process and respond to customer enquiries and request for quotations. Setting up pricing for all spot sales based on better judgment and finance guidelines.
• Receive, process and monitor proactively the orders until Customer payment in accordance with the QCD commitments.
• Managing Invoicing and credits for all our customers. Managing financial confidential modules in SAP system
• Manage Availability Contracts. Setting up pricing and setting up strategies to secure a positive KPI
• Maintain accuracy and validity of the price lists, order book and manage Customer data base
• Manage Customer interface, produce and communicate regular status and performance reports in relation to both internal and external customers using Customer dashboard
• Interface with Technical, Quality, Finance and Supply Chain departments to investigate the customer returns/rejects and handle warranty claims, taking appropriate actions in accordance with contract or company guidelines.

As our ideal candidate:

• Excellent leadership and organizational skills
• Able to handle multiple tasks and prioritize effectively
• Able to motivate and mentor customer service representatives
• You have operational effectiveness/accountability
• You are good at collaboration/teamwork
• You know how to communicate with transparency
• You are motivating & inspiring
• You lead the way in EHS

Alstom is the leading company in the mobility sector, solving the most interesting challenges for tomorrow’s mobility. That’s why we value inquisitive and innovative people who are passionate about working together to reinvent mobility, making it smarter and more sustainable. Day after day, we are building an agile, inclusive and responsible culture, where a diverse group of people are offered opportunities to learn, grow and advance in their careers, with options across functions and geographic locations. Are you ready to join a truly international community of great people on a challenging journey with a tangible impact and purpose?

Step into the world of new possibilites today!

Equal opportunity statement:
Alstom is an equal opportunity employer committed to creating an inclusive working environment where all our employees are encouraged to reach their full potential, and individual differences are valued and respected. All qualified applicants are considered for employment without regard to race, colour, religion, gender, sexual orientation, gender identity, age, national origin, disability status, or any other characteristic protected by local law.