Customer Service Supervisor
Logistics, Sales & Operations · Sales & Business Development · Sales Operations
In short
ABB is seeking a Customer Service Supervisor in Saint-Jean-sur-Richelieu, Quebec, for a hybrid role. This position involves leading and motivating a customer service team to achieve KPIs, resolve issues, and enhance customer relationships. The ideal candidate will have a Bachelor's degree or equivalent experience, 5+ years in a B2B manufacturing environment, and strong leadership and problem-solving skills.
Responsibilities
- Foster accountability and ensure daily completion of EDI error corrections, customer service hold follow-ups, and backorder management.
- Motivate and engage the team to achieve departmental KPIs and service level objectives.
- Evaluate and manage team performance against defined goals and metrics.
- Identify key customer accounts and organize regular business reviews to develop and maintain customer relationships.
- Act as the second level of escalation for customer issues, ensuring prompt and effective resolution.
- Ensure fair distribution of customer accounts for high satisfaction and business continuity.
- Assess departmental resource requirements and provide recommendations for improvement.
- Serve as the Salesforce.com champion and subject matter expert.
- Ensure employee schedules and absences are properly recorded.
- Conduct regular team meetings for discussions, updates, and continuous improvements.
- Collaborate with other departments for effective communication and optimized shared processes.
- Work with the Customer Service Trainer to strengthen team capabilities and support employee development.
- Approve return material authorization (RMA) requests and invoices.
- Provide assistance and support to colleagues.
- Participate in strategic Customer Operations meetings.
- Maintain in-depth knowledge of Customer Service processes and procedures while driving continuous process improvement.
Requirements
- 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.
- Strong leadership, communication, and organizational skills.
- Ability to manage multiple priorities and projects simultaneously with exceptional attention to detail.
- Strong customer focus and commitment to continuous process improvement.
- Strong analytical and problem-solving skills.
- Proficiency with Microsoft Office applications.
Desired Qualifications
- Experience with Salesforce and SAP is considered an asset.
Benefits
- Opportunity to lead and develop a customer service team.
- Contribute to ABB Canada's Electrification, Installation Products (ELIP) division.
- Hybrid work model with two days per week in the office.
- Collaborate with various departments to optimize processes.
- Support employee development and training.
- Participate in strategic Customer Operations meetings.
#customer service#supervision#B2B#manufacturing#leadership#communication#organizational skills#problem-solving#Salesforce#SAP#hybrid
Company
ABB
Job Posted
1 week ago
Employment Type
Full Time
WorkMode
Hybrid
Experience Level
Senior
Locations
Saint-Jean-sur-Richelieu, Canada
Qualification
Bachelor, Diploma
Applicants
Be an early applicant