This position reports to
Order Management Lead
Your role and responsibilitiesAs a Customer Service Specialist, 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.This role is contributing to the Electrification Installation Products division in Saint-Jean-sur-Richelieu.The work model for the role is hybrid, with 2 days per week at the office.Responsibilities:•\tOrder management such as but not limited to Order editing or entry.•\tFollowing up on rush/project/drop ship orders, EDI/Order Resolution correction.•\tMaintaining and tracking orders as requested by our customers (i.e. changing carrier/ quantities, POD/packing slips).•\tResolving post sales issues, transport and quality issues, mistakes and warranty requests.•\tConfirming and updating estimated ship dates.•\tDeveloping 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.•\tDeveloping their career path and basic product knowledge.•\tStriving 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.)•\tCollaborate closely with production for release of orders.•\tProvide estimated cost of shipping and collaborate with logistics department for shipping instruction and shipping details.•\tCollaborating with others to help improve drive continuous improvement of processes and workload as well as data integrity.
Qualifications for the roleExperience 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.
BenefitsRetirement planAccident insuranceHealthcare planWellbeing programMore about usWe look forward to receiving your application. If you want to discover more about ABB, take another look at our website www.abb.com. For the ninth consecutive year, ABB Canada has been recognized as one of Canada's Best Employers by Forbes magazine. Consistently ranked as one of Canada's Top 100 Employers, Montreal's Best Employers, Canada's Best Employers for Young People, Canada's Greenest Employers and a long-time recipient of the Women in Governance Parity Certification, ABB's culture and commitment is to provide a caring workplace where everyone collaborates, feels valued, respected, included and supported. Also committed to ensuring that all policies and practices respect the Employment Equity Program, we aim for our workforce to be truly representative of the four designated groups; women, aboriginal people, members of visible minorities, and/or persons with disabilities. ABB will provide reasonable accommodation to the applicant with disabilities and encourage applicants to self-identify in the application process. ABB's Military Reservist Policy offers Canada's Reserve Force members the flexibility to undergo military training and activities while maintaining job security, seniority, pay, benefits, and privileges as ABB employees, including up to 15 paid working days per year for training, as well as extended leave for operations both in Canada and abroad, ensuring seamless career integration with our nation's defense forces.