Customer Success
2 weeks ago
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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