Customer Success Specialist

2 weeks ago

Quebec City, Canada Hitachi Energy Full time

Hitachi Energy is looking for a customer success specialist to provide superior external customer service and coordinate with relevant resources to increase customer satisfaction.

**Responsabilities**:

- 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.

**Qualifications**:

- College diploma and 2 to 5 years of experience in customer service roles.
- Must be fluent in both French and English.
- 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, a plus.

**Only selected applicants will be contacted.**

**Job Types**: Full-time, Permanent

**Salary**: $65,000.00-$85,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care
- Wellness program

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus pay

**Experience**:

- Customer service: 5 years (required)
- people management: 1 year (required)

**Language**:

- French (required)
- English (required)

Work Location: In person

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