Customer Service Representative - Operation Specialist

At ABB, we are dedicated to addressing global challenges. Our core values: care, courage, curiosity, and collaboration - combined with a focus on diversity, inclusion, and equal opportunities - are key drivers in our aim to empower everyone to create sustainable solutions. Write the next chapter of your ABB story.

This position reports to

Superviseur du soutien à la clientèle

Your role and responsibilities

As a Customer Service Representative, you will have the opportunity to be responsible for providing internal and external customer service, including technical support, order, and payment-related assistance, 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 ABB's Electrification, Installation Products division and is located in Saint-Jean-sur-Richelieu. The work model is hybrid (2 days per week at the office). Responsibilities : • Order management such as but not limited to Order editing or entry. • Following up on rush/project/drop ship orders, EDI/Order Resolution correction. • Maintaining and tracking orders as requested by our customers (i.e. changing carrier/ quantities, POD/packing slips). • Resolving post sales issues, transport and quality issues, mistakes and warranty requests. • Improving, confirming and updating estimated ship dates. • Completing customer support related projects and mailings as required. • Developing 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. • Striving 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.) • Collaborate closely with production for release of orders. • Provide estimated cost of shipping. • Collaborate with logistics department for shipping instruction and shipping details. • Collaborating with others to help improve drive continuous improvement of processes and workload as well as data integrity.

Qualifications for the role

• 2-3 years of experience in customer service.
• Bilingual French-English. French is required. English is necessary to communicate with customers outside of Quebec.
• Good presentation and professional attitude.
• Comfortable working with IT systems.
• Ability to follow procedures.
• Knowledge of SAP is an asset.

Benefits

• Retirement plan
• Accident insurance
• Healthcare plan
• Wellbeing program

More about us

ABB Installation Products Division (formerly Thomas&Betts),is the number one manufacturer of electrification products in North America with a 125-year history of providing innovation and customer- focused solutions for connecting and protecting electrical systems, as well as a unique differentiated medium voltage offering. Our products are used all around you, every day - orbiting the earth, working on Mars, on the fastest trains we ride, in the fastest cars of the world, crossing oceans, in factories producing your food, in the tallest buildings of the world, in the most modern hotels and in the walls of your home. With a portfolio of more than 200,000 products marketed under more than 38 premium brand names, our Division offerings are found wherever electricity is used. We 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.