Customer Service Representative - 12 months

ABB; Saint-Jean-sur-Richelieu; Hybrid; CAD 42,000 - 52,000; Full time

Job summary

ABB in Saint-Jean-sur-Richelieu is seeking a Customer Service Representative to provide internal and external service, including order and claim management. The role coordinates with multiple functions to ensure complete case handling and customer satisfaction in a hybrid setting with two days in the office.

You will work with production to release orders, handle shipping estimates, and resolve after-sales issues while maintaining strong customer relationships and meeting KPIs.

Qualifications

• 2 to 3 years of customer service experience.
• Bilingual in French and English. English is required to communicate with customers outside Quebec.
• Professional appearance and attitude, both written and verbal.
• Ability to work with various computer systems.
• Ability to follow established procedures.
• Knowledge of SAP is an asset.

Responsibilities

• Manage and follow up on orders, including order editing and entry (carrier/quantity changes, packing slips, etc.).
• Follow up on urgent orders, projects, and delayed deliveries; correct EDI errors and resolve order-related issues.
• Resolve after-sales issues, transportation and quality issues, errors, and warranty claims.
• Confirm and update estimated shipping dates.
• Develop strong relationships with customers by organizing calls/meetings to update them on delivery challenges, schedule changes, and organizational changes; gather feedback and address needs.
• Strive to achieve departmental objectives, including KPIs for EDI, order resolution, and first response time.
• Work closely with Production to release orders.
• Provide shipping cost estimates and coordinate with Logistics on shipping instructions.
• Collaborate with others to improve processes, workload management, and data integrity.

Skills

Customer service

Bilingual (FR/EN)

Tools

SAP

Job description

At ABB, we help industries run leaner and cleaner- and every person here makes that happen. You'll be empowered to lead, supported to grow, and proud of the impact we create together. Join us and help run what runs the world.

This Position reports to:

Superviseur du soutien à la clientèle

As a Customer Service Representative, you will have the opportunity to provide internal and external customer service, including order and claim management. On a daily basis, you will coordinate with the relevant functions to ensure the complete handling of cases. You will also demonstrate your expertise by increasing customer satisfaction through the delivery of appropriate solutions.

This role contributes to the Electrification, Installation Products division and is based in Saint-Jean-sur-Richelieu.

The work model for this position is hybrid, with 2 days per week in the office.

Responsibilities

• Manage and follow up on orders, including but not limited to order editing and entry (carrier/quantity changes, packing slips, etc.).
• Follow up on urgent orders, projects, and delayed deliveries; correct EDI errors and resolve order-related issues.
• Resolve after-sales issues, transportation and quality issues, errors, and warranty claims.
• Confirm and update estimated shipping dates.
• Develop strong relationships with customers by regularly organizing calls/meetings to keep them informed of our delivery challenges, schedule changes, and organizational changes, as well as to gather their feedback and work with the appropriate team to address all needs/issues discussed.
• Strive to achieve departmental objectives, including but not limited to KPIs established for specific metrics (EDI and order resolution corrections, emails to closed cases, and first response time).
• Work closely with Production to release orders.
• Provide shipping cost estimates and collaborate with the Logistics department regarding shipping instructions and details.
• Collaborate with others to contribute to the continuous improvement of processes, workload management, and data integrity.

You'll join a talented and high-performing team where you will have the opportunity to thrive. This position reports to the Customer Service Supervisor.

Qualifications

• 2 to 3 years of customer service experience.
• Bilingual in French and English. English is required to communicate with customers outside Quebec.
• Professional appearance and attitude, both written and verbal.
• Ability to work with various computer systems.
• Ability to follow established procedures.
• Knowledge of SAP is an asset.

This job posting is also available in French under the title "Représentant au service à la clientèle - 12 mois".

Employment Equity & Inclusion Statement (Canada)

ABB values the dedication, commitment, and expertise of all our employees. As an Employment Equity Employer, we are committed to fostering an inclusive and diverse workplace. We actively support the principles of the Employment Equity Act and strive to build a workforce that reflects Canada's diversity, including:

• Women
• Indigenous Peoples
• Members of visible minorities
• Persons with disabilities

ABB is committed to providing reasonable accommodations to applicants with disabilities. If you require accommodation during any stage of the recruitment process, we encourage you to let us know.