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This Position reports to:
Order Management Lead
As 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:

• 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.
• Confirming and updating estimated ship dates.
• 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.
• Developing their career path and basic product knowledge.
• 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 and 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.

Requirements:

• Experience 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.

ABB values the dedication, commitment, and expertise of our employees. As an Employment Equity Employer, we believe in an inclusive and diverse workforce. We are committed to ensuring that our policies and practices align with the Employment Equity Program, aiming for a workforce that is truly representative of the four designated groups:

• Women
• Indigenous peoples
• Members of visible minorities
• Persons with disabilities

ABB is dedicated to providing reasonable accommodation for applicants with disabilities and encourages candidates to self-identify during the application process

• 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.
• Confirming and updating estimated ship dates.
• 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.
• Developing their career path and basic product knowledge.
• 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 and 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