Customer Success

3 weeks ago

Quebec, Canada Hitachi Careers Full time

Description d’emploi

General Information:

Hitachi Energy is looking for a Customer Success - Team Leader to provide superior external customer service and coordinate with his team and relevant resources to increase customer satisfaction.

Responsibilities:

  • Single point of contact for customers “the voice of the customer” for all post-order transactions. Develop a knowledge of the customer; identify and predict customer needs.

  • Maintain a positive and high quality customer experience throughout the entire process (order to shipping).

  • Process orders, acknowledgements, requests for information, etc. Coordinate communication to and from customer including product information, engineering, production, quality, test, shipping, service, warranty, etc.

  • Review customer order; verify customer information and notes. Maintain customer records and documentation. Work with confidential customer information. Accurately log all customer interactions in data management system.

  • Input and track orders, change notices and cancellations. Respond to customer queries and product needs in a timely manner.

  • Proactively communicate order status update to customers.

  • Promptly identify and escalate customer issues for resolution.

  • Ensures the resolution of customer issues from start to finish by coordinating with Sales, Operations, Supply Chain Management, and other teams.

  • Collect and use multiple sources of data to create and analyze stats for KPI.

  • Manage and lead a team of 2 customer success specialists

Qualifications:

  • College diploma and 5 plus years of experience in customer service roles.

  • Must be fluent in both French and English.

  • Experience with Team management, an asset.

  • Good knowledge of MS Office.

  • High focus on customers and their needs.

  • Strong sense of urgency and prioritization.

  • Strong communication skills.

  • Structured and detail oriented.

  • Shows discretion and judgment.

  • Knowledge in logistics, an asset.

Only selected applicants will be contacted. 

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