Customer Service Representative

ABB Schweiz AG; Saint-Jean-sur-Richelieu; Hybrid; CAD 45,000 - 60,000; Full time

Job summary

ABB, a global leader in electrification, is looking for a Customer Service Specialist in Saint-Jean-sur-Richelieu. The role involves managing orders, providing customer support, and improving service processes within a hybrid working model. This position offers an opportunity to enhance customer satisfaction through effective communication and problem-solving.

Qualifications

• Experience in customer service is essential.
• Must be bilingual in French and English.
• Good presentation and professional attitude required.

Responsibilities

• Manage orders, including editing and tracking.
• Resolve post-sales issues and maintain customer relationships.
• Collaborate with production and logistics for order fulfillment.

Skills

Customer Service

Bilingual (French-English)

Presentation skills

IT systems

Continuous improvement

Tools

SAP

Job description

At ABB, we help industries outrun - leaner and cleaner. Here, progress is an expectation - for you, your team, and the world. As a global market leader, we’ll give you what you need to make it happen. It won’t always be easy, growing takes grit. But at ABB, you’ll never run alone. Run what runs the world

This Position reports to:

Order Management Lead

As a Customer Service Specialist, you will have the opportunity to be responsible for providing internal and external customer service, including order and claims management. Each day, you will coordinate with relevant functions to ensure complete case ownership. You will also showcase your expertise by increasing customer satisfaction by providing appropriate solutions.

This role is contributing to the Electrification Installation Products division in Saint-Jean-sur-Richelieu.

The work model for the role is hybrid, with 2 days per week at the office.

Responsibilities:

• Order management such as but not limited to Order editing or entry.
• Following up on rush/project/drop ship orders, EDI/Order Resolution correction.
• Maintaining and tracking orders as requested by our customers (i.e. changing carrier/ quantities, POD/packing slips).
• Resolving post sales issues, transport and quality issues, mistakes and warranty requests.
• Confirming and updating estimated ship dates.
• Developing a solid customer relationship by having regular scheduled calls/meetings with key customers to keep them informed on our delivery challenges, Schedule changes, Organizational changes as well as obtaining their feedback and working with the right team to address any needs/issues discussed.
• Developing their career path and basic product knowledge.
• Striving to meet department goals such as but not limited to KPIs set for specific parameters (EDI & Order Resolution correction, emails to closed cases and first response time, customer thermometer and mandatory SFdC fields.)
• Collaborate closely with production for release of orders.
• Provide estimated cost of shipping and collaborate with logistics department for shipping instruction and shipping details.
• Collaborating with others to help improve drive continuous improvement of processes and workload as well as data integrity.

Requirements:

• Experience in customer service.
• Bilingual French-English. French is required. English is also required to communicate with customers outside Quebec on a regular basis.
• Good presentation and professional attitude, both written and spoken.
• Comfortable working with IT systems.
• Ability to follow procedures.
• Knowledge of SAP is an asset.

ABB values the dedication, commitment, and expertise of our employees. As an Employment Equity Employer, we believe in an inclusive and diverse workforce. We are committed to ensuring that our policies and practices align with the Employment Equity Program, aiming for a workforce that is truly representative of the four designated groups:

• Women

• Indigenous peoples

• Members of visible minorities

• Persons with disabilities

ABB is dedicated to providing reasonable accommodation for applicants with disabilities and encourages candidates to self-identify during the application process.