The Job

Customer Service Supervisor

Logistik, försäljning och verksamhet · Försäljning och affärsutveckling · Säljverksamhet

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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.

Ansvarsområden

  • 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.

Krav

  • 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.

Önskade kvalifikationer

  • Experience with Salesforce and SAP is considered an asset.

Förmåner

  • 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
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Företag

ABB

Publicerade jobb

för 1 vecka sedan

Anställningstyp

Heltid

Arbetsform

Hybrid

Erfarenhetsnivå

Senior

Platser

Saint-Jean-sur-Richelieu, Canada

Kvalifikation

Kandidatexamen, Yrkeshögskola

Sökande

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