Customer Support Specialist

4 weeks ago

BasSaintLaurent, Canada HITACHI ENERGY CANADA INC. Full time

Job Summary

The Customer Support Specialist will play a key role in supporting the Quebec and Alberta account management team by coordinating customer tenders, including the creation and management of opportunities in our SRM tool. This involves coordinating the review of the customer's terms & conditions with our legal department and our Insurer, to help the customer resolve order execution problems, etc. The ideal candidate will have excellent communication skills and be able to work in a cross-functional team environment.

Responsibilities

  • Work closely with Account Managers, Regional Industry Sales Manager, sales agents and Business Units (BU) technical sales teams, to provide a single interface to the customer.
  • As an integral member of the Front End Sales (FES) team, promote and help sell our products and services to help achieve the FES Regional and Channel objectives.
  • Responsible for RFQs and bid coordination with the BUs for efficient and timely submittal of bids.
  • Handle and respond (in writing and by phone), to customer inquiries on a day to day basis, for requests for information, literature, quotations, order follow-ups, etc.
  • Responsible for filtering and escalating leads with high potential to the Regional Sales Director, while acting as single point of contact to the customers.
  • Build and maintain strong relationships with customers and the Business Units.
  • Identify and help create new tools and processes, to better support customers.
  • Support and use group tools and processes, for market feedback, including pricing levels and competitor activities.
  • Proactively manage customer satisfaction and dissatisfaction (CCRP).
  • Living Hitachi Energy's core values of safety and integrity, which means taking responsibility for your own actions while caring for your colleagues, and the business.

Qualifications

  • 5 years of customer facing experience
  • Electrical Industry experience would be an asset
  • Sales experience would be an asset
  • Engineering Degree or equivalent would be an asset
  • Ability to work in a cross functional team environment which includes the customer and our production and Service units;
  • Excellent oral and written communication skills (Mandatory in both French and English);
  • Ability to work independently and to tight deadlines;
  • Ability to handle multiple tasks simultaneously;
  • Customer orientation and strong relationship building skills;
  • Knowledge of the Sales Force CRM tool would be an asset.

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