Customer Support Assistant

ABB Schweiz AG; Quebec; Hybrid; CAD 55,000 - 75,000; Full time

Job summary

ABB is looking for a Customer Service Manager in Quebec to enhance customer support experiences by managing inquiries and collaborating across teams. The role demands a detail-oriented individual who can analyze trends, initiate feedback, and improve service delivery. Working at ABB means empowering yourself to grow continuously while contributing to a commitment to diversity and inclusion.

Qualifications

• Proven ability to manage customer inquiries and ensure a positive experience.
• Experience collaborating with internal teams to resolve issues.
• Skilled in tracking performance metrics and identifying improvement areas.

Responsibilities

• Assist customers with inquiries and ensure timely resolution.
• Coordinate with teams on requests including production scheduling and invoicing.
• Track performance and communicate results to management.

Skills

Customer Service Management

Collaboration

Analytical Skills

Communication

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:

Superviseure, entrée de commande

ABB’s Process Automation business area enables customers to operate some of the world’s largest and most complex industrial infrastructures, helping them outrun – leaner and cleaner.

We offer a broad range of automation, electrification and digital solutions for process, hybrid and maritime industries, including industry-specific integrated control and software as well as measurement and analytics solutions and services.

Your Role: Own the Challenge

1. Assist customers by monitoring request statuses, resolving inquiries across multiple channels swiftly and competently, and providing support during escalations. Ensure customer issues (product, technical, order, payment, etc.) are resolved directly or in coordination with Sales, Operations, Supply Chain, and other teams.
2. Recommend appropriate solutions and coordinate with relevant teams to ensure end-to-end handling of requests, including production scheduling, resourcing, quotes, pricing, and invoicing. Provide regular updates and clarifications to customers, proactively inform them about issue status, and ensure a positive customer experience.
3. Initiate customer feedback loops (e.g., surveys) to assess satisfaction and identify areas for improvement. Support the maintenance of contact lists, routing tables, and internal/external information pages. Assist with outbound activities like marketing campaigns and offers follow-the-sun or in-person customer service when needed.
4. Apply a systematic, detail-oriented approach to case resolution. Prepare and analyze statistics using available tools, track performance against targets, monitor trends across inquiries, identify improvement areas, and communicate results or risks to management.

What it takes to Run what runs the world

1. Proven ability to manage customer inquiries across multiple channels with professionalism, urgency, and empathy, ensuring a positive and consistent customer experience.
2. Experience working collaboratively with internal teams such as Sales, Operations, and Supply Chain to resolve complex issues and ensure seamless end-to-end service delivery.
3. Skilled in tracking performance metrics, analyzing trends, and using data tools to identify areas for improvement and report risks or results to management.
4. Ability to provide clear, proactive updates to customers, initiate feedback loops, and support outbound communication efforts such as marketing campaigns or service follow-ups.

Why ABB?

We empower you to take initiative, challenge ideas, and lead with confidence. You’ll grow through meaningful work, continuous learning, and support that’s tailored to your goals. Every idea you share and every action you take contributes to something bigger.

#ABBCareers

#RunwithABB

#Runwhatrunstheworld

#LI-hybrid

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.