Customer Support Specialist

3 days ago

Stoney Creek, Canada HITACHI ENERGY CANADA INC. Full time

**Description**

**The opportunity**

Hitachi Energy is a pioneering technology leader that is helping to increase access to affordable, reliable, sustainable, and modern energy for all. We keep your lights on, the factories running, our hospitals and schools open. What we deliver is used almost universally, with more than three quarters of the world’s population positively impacted by what we do. Founded on 100+ years of engineering heritage and enriched by diversity, we balance social, environmental, and economic values for a sustainable society. We employ more than 40,000 people in more than 90 countries.

Reporting to the Vice President of Sales Operations, the Customer Support Representative will support the Ontario account management team by coordinating customer tenders, including the creation and management of opportunities. in our SRM tool, 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.) and interacting in a sustained manner with the customer and the factories concerned.

**How you’ll make an impact**
- 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.
- Support the 3rd Party Agents in the regions.
- As 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.**

**Your background**
- 5 years of customer facing experience
- 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
- 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.

**More about us**
- Comprehensive group insurance (medical, dental, life and disability) and access to a telemedicine service.
- Pension plan with attractive employer contribution.
- Bonus program.
- 24/7 employee and family assistance program.
- Fitness and wellness program.
- Hybrid work from home policy.

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