Customer Service Representative

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

Job summary

A global leader in electrification is seeking a Customer Service Representative in Saint-Jean-sur-Richelieu. The successful candidate will manage order and claims effectively, ensuring customer satisfaction through appropriate solutions. Required qualifications include 2-3 years in customer service and bilingual proficiency in French and English. This hybrid position allows you to thrive in a collaborative environment.

Qualifications

• 2-3 years of experience in customer service.
• Bilingual in French and English; comfortable communicating in both languages.
• Good presentation and professional attitude.

Responsibilities

• Manage order and claims effectively.
• Ensure customer satisfaction through appropriate solutions.
• Collaborate closely with production for order releases.

Skills

Bilingual French-English

Customer service experience

Comfortable working with IT systems

Presentation skills

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

Den här positionen rapporterar till:

Order Management Lead

As a Customer Service Representative, 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.

The work model for the role is hybrid.

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

Your Role: Own the Challenge

1. Order management such as but not limited to Order editing or entry.
2. Following up on rush/project/drop ship orders, EDI/Order Resolution correction.
3. Maintaining and tracking orders as requested by our customers (i.e. changing carrier/ quantities, POD/packing slips)
4. Resolving post sales issues, transport and quality issues, mistakes and warranty requests.
5. Confirming and updating estimated ship dates.
6. 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.
7. Developing their career path and basic product knowledge.
8. 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.)
9. Collaborate closely with production for release of orders.
10. Provide estimated cost of shipping and collaborate with logistics department for shipping instruction and shipping details.
11. Collaborating with others to help improve drive continuous improvement of processes and workload as well as data integrity.

You will join a talented and high performing team, where you will be able to thrive. This position reports to the Customer Service Supervisor.

What it takes to run what runs the world

• 2-3 years of 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 värdesätter våra medarbetares dedikation, engagemang och expertis. Som en arbetsgivare som tillämpar jämställdhet i anställningsförhållanden tror vi på en inkluderande och mångsidig arbetsstyrka. Vi är fast beslutna att säkerställa att våra policyer och praxis överensstämmer med programmet för jämställdhet i anställningsförhållanden, och strävar efter en arbetsstyrka som verkligen representerar de fyra utsedda grupperna:

• Kvinnor
• Ursprungsbefolkning
• Medlemmar av synliga minoriteter
• Personer med funktionsnedsättning

ABB är engagerat i att tillhandahålla rimliga anpassningar för sökande med funktionsnedsättning och uppmuntrar kandidater att själva identifiera sig under ansökningsprocessen.