Customer Service Supervisor

ABB; Saint-Jean-sur-Richelieu; Hybrid; CAD 65,000 - 95,000; Full time

Job summary

ABB Canada, based in Saint-Jean-sur-Richelieu, Quebec, is seeking a Customer Service Supervisor to lead a hybrid team two days per week in the office. The role drives KPI achievement, coaching, and resource optimization across Customer Service to ensure high customer satisfaction.

Ideal candidates bring a Bachelor’s or equivalent, 5+ years in B2B/manufacturing, bilingual French/English, and strong leadership with Salesforce/SAP experience.”

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• Minimum of 5 years in a B2B environment, preferably in manufacturing.
• Bilingual in French and English; ability to communicate with customers outside Quebec.

Responsibilities

• Foster accountability within the team and ensure daily completion of EDI error corrections, holds follow-ups, and backorder management.
• Motivate and engage the team to meet KPIs and service level objectives.
• Evaluate and manage team performance against goals and metrics.
• Build and maintain relationships with key customer accounts; conduct regular business reviews.
• Escalate and resolve customer issues promptly and effectively.
• Ensure fair distribution of accounts and maintain business continuity.
• Collaborate with cross-functional teams to improve processes and communications.
• Support team development with the Customer Service Trainer and leadership team.

Skills

Leadership

Bilingual (French & English)

Communication

Organizational skills

Analytical thinking

Problem solving

Education

Bachelor's degree in Business Administration or related

College Diploma in Business Administration (or equivalent)

Tools

Salesforce

SAP

Microsoft Office

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:

Gestionnaire du service à la clientèle

The Customer Service Supervisor is responsible for ensuring the team achieves its objectives by motivating, coaching, mentoring, and working closely with team members.

We create value by proactively monitoring team performance and reallocating resources to resolve issues quickly, efficiently, and in a way that delivers mutually satisfactory outcomes for both our customers and ABB.

The Customer Service Supervisor collaborates with other Customer Service teams to identify specific training needs and the tools required to improve efficiency across the organization.

This role contributes to ABB Canada's Electrification, Installation Products (ELIP) division and is based in Saint-Jean-sur-Richelieu, Quebec.

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

Responsibilities

• Foster accountability within the team and ensure that all EDI error corrections, Customer Service hold follow-ups, and backorder management activities are completed daily.


• Motivate and engage the team to achieve departmental KPIs and established service level objectives.


• Evaluate and manage team performance against defined goals and performance metrics.


• Identify key customer accounts and organize regular business reviews to develop and maintain outstanding customer relationships.


• Act as the second level of escalation, ensuring customer issues are addressed promptly, effectively, and brought to resolution.


• Ensure customer accounts are distributed fairly across the team to maintain high customer satisfaction and business continuity.


• Continuously assess departmental resource requirements and provide recommendations for improvement.


• Serve as the Salesforce.com champion and subject matter expert for the team.


• Ensure employee schedules and absences are properly recorded and maintained.


• Conduct regular team meetings to discuss challenges, share updates, and implement continuous improvements.


• Collaborate with departments that interact with Customer Service to ensure effective communication, strong cross-functional partnerships, and optimized shared processes.


• Work closely with the Customer Service Trainer to strengthen team capabilities and support employee development.


• Approve return material authorization (RMA) requests and invoices submitted by members of the team.


• Provide assistance and support to colleagues as needed.


• Participate in strategic Customer Operations meetings.


• Maintain in-depth knowledge of Customer Service processes and procedures while driving continuous process improvement initiatives.


• Perform other duties as assigned.

Qualifications

• Bachelor's degree in Business Administration or a College Diploma in Business Administration (or equivalent combination of education and experience).


• Minimum of five (5) years of experience in a B2B environment, preferably within a manufacturing organization.


• Bilingual in French and English. English is required to communicate with customers outside the province of Quebec.


• Strong leadership, communication, and organizational skills.


• Ability to manage multiple priorities and projects simultaneously while maintaining exceptional attention to detail.


• Strong customer focus and commitment to continuous process improvement.


• Strong analytical and problem-solving skills.


• Proficiency with Microsoft Office applications.


• Experience with Salesforce and SAP is considered an asset.

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.