Customer Service Supervisor

5 months ago

SaintJeansurRichelieu, Canada ABB Full time

**Customer Service Supervisor**:
**Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future. At ABB, we have the clear goal of driving diversity and inclusion across all dimensions: gender, LGBTQ+, abilities, ethnicity and generations. Together, we are embarking on a journey where each and every one of us, individually and collectively, welcomes and celebrates individual differences.**:
ABB Installation Products Division (formerly Thomas&Betts),is the number one manufacturer of electrification products in North America with a 125-year history of providing innovation and customer
- focused solutions for connecting and protecting electrical systems, as well as a unique differentiated medium voltage offering. Our products are used all around you, every day - orbiting the earth, working on Mars, on the fastest trains we ride, in the fastest cars of the world, crossing oceans, in factories producing your food, in the tallest buildings of the world, in the most modern hotels and in the walls of your home. With a portfolio of more than 200,000 products marketed under more than 38 premium brand names, our Division offerings are found wherever electricity is used. The customer service supervisor is responsible for ensuring the highest level of customer satisfaction while ensuring the team’s targets are met by coaching, counselling, and working with their employees. We create value by proactively tracking the team’s performance and reallocating resources to re-solve issues quickly, efficiently and in a way which is mutually satisfactory for our customers and ABB. The supervisor will work with the other customer service teams to define specific training needs and tools required to increase efficiency within the organization.

**Your responsibilities**:

- Ensure that our teams are delivering the highest possible customer service and satisfaction.
- Drive accountability within their teams and ensure all EDI error corrections, CSR holds and back-order tracking is performed on a daily basis.
- Track and monitor the team’s performance (measured against defined targets).
- Receive and resolve complaints.
- Ensure that account loading within team is distributed fairly to ensure highest level of customer satisfaction and business continuity.
- Ensure team schedule and time away from work is properly logged.
- Organize regular synchronization meetings with their team to discuss general issues.
- Provide customer and market feedback to various group (i.e. sales and marketing).
- Organize and suggest product or other business-related trainings.
- Approve RMA's and billing-only requests from their teams.
- Assist and back up colleagues.
- In conjunction with manager and other supervisors, suggest specific KPI’s and tacking methods as required.
- Identify and escalate processes which are causing poor customer service or extra delay.
- Perform other duties as assigned.

**Your background**:

- Bachelor’s in administration degree or college administrative diploma (or equivalent experi-ence).
- 5 + years of experience in a similar environment.
- 3 + years of experience in being a team leader or managing a team.
- Familiarity with electrical products an asset.
- Experience in a B2B organization.

**Benefits**:

- Retirement plan
- Healthcare plan
- Accident insurance
- Wellbeing program

**More about us**:

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