Customer Support Specialist

Hitachi ABB Power Grids; Ontario; Hybrid; CAD 55,000 - 75,000; Full time

Job summary

A leading technology company based in Ontario seeks a Customer Support Representative to foster customer relationships and manage sales operations. This pivotal role requires collaboration with various stakeholders, ensuring customer satisfaction through effective communication and support mechanisms. Candidates should have a strong customer orientation and relevant experience, contributing to organizational goals in a hybrid work environment.

Benefits

Comprehensive insurance coverage

Access to telemedicine services

Wellness and fitness programs

Qualifications

• At least 5 years of customer-facing experience.
• Sales experience is an asset.
• Ability to work effectively in cross-functional teams.

Responsibilities

• Coordinate customer tenders and manage opportunities in SRM tool.
• Respond to customer inquiries and maintain strong customer relationships.
• Promote and assist in selling products and services.

Skills

Communication

Customer Orientation

Relationship-Building

Education

Engineering Degree or Equivalent

Tools

Salesforce CRM

Job description

Hitachi Energy is a pioneering technology leader committed to increasing access to affordable, reliable, sustainable, and modern energy for all. We ensure that essential services such as lighting, manufacturing, healthcare, and education remain operational. With over 100 years of engineering heritage and a diverse workforce of more than 40,000 employees across 90+ countries, we balance social, environmental, and economic values to foster a sustainable society.

Reporting to the Vice President of Sales Operations, the Customer Support Representative will support the Ontario account management team by coordinating customer tenders, managing opportunities in our SRM tool, reviewing customer terms & conditions with legal and insurers, and resolving order execution issues. The role involves sustained interaction with customers and relevant factories.

How you’ll make an impact

• Collaborate closely with Account Managers, Regional Industry Sales Managers, sales agents, and Business Units (BUs) to serve as a single interface to the customer.
• Support third-party agents in regional activities.
• As a key member of the Front End Sales (FES) team, promote and assist in selling our products and services to meet regional and channel objectives.
• Coordinate RFQs and bids with BUs to ensure timely and efficient submissions.
• Respond to customer inquiries via written communication and phone, including requests for information, quotations, and order follow-ups.
• Filter and escalate high-potential leads to the Regional Sales Director, acting as the main contact point for customers.
• Build and maintain strong customer relationships and support internal teams.
• Identify opportunities for new tools and processes to enhance customer support.
• Utilize group tools and gather market feedback on pricing and competitor activities.
• Manage customer satisfaction proactively, addressing dissatisfaction as needed.
• Uphold Hitachi Energy’s core values of safety and integrity, taking responsibility for personal actions and caring for colleagues and the business.

Your background

• At least 5 years of customer-facing experience.
• Sales experience is an asset.
• An engineering degree or equivalent qualification is an asset.
• Ability to work effectively in cross-functional teams, including customers and internal units.
• Excellent oral and written communication skills.
• Ability to work independently under tight deadlines and handle multiple tasks.
• Strong customer orientation and relationship-building skills.
• Knowledge of the Salesforce CRM tool is an asset.

Additional benefits

• Comprehensive insurance coverage and access to telemedicine services.
• Employee and family assistance programs available 24 / 7.
• Wellness and fitness programs.
• Hybrid work-from-home policy.

About Hitachi Energy

Hitachi Energy is a global leader advancing a sustainable energy future, serving utility, industry, and infrastructure sectors with innovative solutions across the value chain. We pioneer technologies and enable digital transformation to accelerate the energy transition towards a carbon-neutral future. Headquartered in Switzerland, we employ around 38,000 people worldwide, operating in over 90 countries. In FY2020, we generated approximately $10 billion USD in business volume. Learn more at www.hitachienergy.com.

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