Customer Support Specialist

at  Hitachi

JOB DESCRIPTION:

Hitachi Energy Canada Inc. Marketing and Sales organization

Reporting to the Vice President of Sales Operations, the Customer Support Representative will support the Quebec, Atlantic and Alberta account management team by coordinating customer tenders, including the creation and management of opportunities. in our SRM tool, coordinating the review of the customer’s terms & conditions with our legal department and our Insurer, to help the customer resolve order execution problems, etc.) and interacting in a sustained manner with the customer and the factories concerned.

• Work closely with Account Managers, Regional Industry Sales Manager, sales agents and Business Units (BU) technical sales teams, to provide a single interface to the customer.
• Support the 3rd Party Agents in the regions.
• As integral member of the Front End Sales (FES) team, promote and help sell our products and services to help achieve the FES Regional and Channel objectives.
• Responsible for RFQs and bid coordination with the BUs for efficient and timely submittal of bids.
• Handle and respond (in writing and by phone), to customer inquiries on a day to day basis, for requests for information, literature, quotations, order follow-ups, etc.
• Responsible for filtering and escalating leads with high potential to the Regional Sales Director, while acting as single point of contact to the customers.
• Build and maintain strong relationships with customers and the Business Units.
• Identify and help create new tools and processes, to better support customers.
• Support and use group tools and processes, for market feedback, including pricing levels and competitor activities.
• Proactively manage customer satisfaction and dissatisfaction (CCRP).
• Living Hitachi Energy’s core values of safety and integrity, which means taking responsibility for your own actions while caring for your colleagues, and the business.