Customer Operations 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

Superviseure, entrée de commande

Your role and responsibilities

As a Customer Operations Specialist, your mission is to serve as a key point of contact between our organization and our valued customers. Your primary focus will be on effective communication, ensuring customer satisfaction, and swiftly resolving disputes and claims. You will play a crucial role in maintaining positive customer relationships and upholding our commitment to exceptional customer service. 1. Customer Communication and Dispute Resolution • Act as the primary point of contact for customer inquiries, concerns and claims, skills providing clear, professional, and comprehensive responses to inquiries and concerns. • Address customer disputes and claims promptly, investigating and analyzing issues related to orders. Collaborate closely with cross-functional teams to ensure quick and satisfactory resolution of customer issues. • Maintain accurate and thorough records of customer interactions, claims, and resolutions for reporting and analysis purposes. • Identify recurring issues or trends in customer disputes and recommend process improvements to minimize future incidents. • Ensure adherence to company policies and procedures when addressing customer concerns. 2. Accurate Order Processing • Accurately and efficiently enter customer orders, ensuring all details, including product information, quantities, pricing, and delivery instructions, to allow order execution in the system. • Assist customers with order placement and ensure the complete handling of the requests (e.g., order changes, order completion, expediting, credit management, tracking and communication, delivery delays, etc.).

Qualifications for the role

• College or university diploma or equivalent required; bachelor's degree in business, Communications, or related field.
• Proven experience in customer service or a related role, with a strong track record of effectively handling customer inquiries and resolving disputes.
• Knowledge of the industry and products/services offered by the company is a plus.
• Proficiency in order processing systems, and Microsoft Office Suite (Outlook, Excel, Word, etc.); SAP (an asset)
• Detail-oriented with the ability to manage multiple tasks and priorities.
• Strong problem-solving and analytical abilities to investigate and resolve customer issues.
• Ability to remain calm and professional in high-pressure situations.
• Exceptional communication skills in both French and English, with a focus on professionalism, empathy, active listening, and clarity.

Benefits

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

More about us

This offer is conditional upon the applicant obtaining Industrial Security Level 2 status and a certificate issued by the Department of Controlled Goods. 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.