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This Position reports to:

Gestionnaire du service à la clientèle

 

The Customer Service Supervisor is responsible for ensuring the team achieves its objectives by motivating, coaching, mentoring, and working closely with team members.

We create value by proactively monitoring team performance and reallocating resources to resolve issues quickly, efficiently, and in a way that delivers mutually satisfactory outcomes for both our customers and ABB.

The Customer Service Supervisor collaborates with other Customer Service teams to identify specific training needs and the tools required to improve efficiency across the organization.

This role contributes to ABB Canada's Electrification, Installation Products (ELIP) division and is based in Saint-Jean-sur-Richelieu, Quebec.

The work model for this position is hybrid, with two days per week in the office.

Responsibilities

• Foster accountability within the team and ensure that all EDI error corrections, Customer Service hold follow-ups, and backorder management activities are completed daily.
• Motivate and engage the team to achieve departmental KPIs and established service level objectives.
• Evaluate and manage team performance against defined goals and performance metrics.
• Identify key customer accounts and organize regular business reviews to develop and maintain outstanding customer relationships.
• Act as the second level of escalation, ensuring customer issues are addressed promptly, effectively, and brought to resolution.
• Ensure customer accounts are distributed fairly across the team to maintain high customer satisfaction and business continuity.
• Continuously assess departmental resource requirements and provide recommendations for improvement.
• Serve as the Salesforce.com champion and subject matter expert for the team.
• Ensure employee schedules and absences are properly recorded and maintained.
• Conduct regular team meetings to discuss challenges, share updates, and implement continuous improvements.
• Collaborate with departments that interact with Customer Service to ensure effective communication, strong cross-functional partnerships, and optimized shared processes.
• Work closely with the Customer Service Trainer to strengthen team capabilities and support employee development.
• Approve return material authorization (RMA) requests and invoices submitted by members of the team.
• Provide assistance and support to colleagues as needed.
• Participate in strategic Customer Operations meetings.
• Maintain in-depth knowledge of Customer Service processes and procedures while driving continuous process improvement initiatives.
• Perform other duties as assigned.

Qualifications

• Bachelor's degree in Business Administration or a College Diploma in Business Administration (or equivalent combination of education and experience).
• Minimum of five (5) years of experience in a B2B environment, preferably within a manufacturing organization.
• Bilingual in French and English. English is required to communicate with customers outside the province of Quebec.
• Strong leadership, communication, and organizational skills.
• Ability to manage multiple priorities and projects simultaneously while maintaining exceptional attention to detail.
• Strong customer focus and commitment to continuous process improvement.
• Strong analytical and problem-solving skills.
• Proficiency with Microsoft Office applications.
• Experience with Salesforce and SAP is considered an asset.

  

Employment Equity & Inclusion Statement (Canada)

ABB values the dedication, commitment, and expertise of all our employees. As an Employment Equity Employer, we are committed to fostering an inclusive and diverse workplace. We actively support the principles of the Employment Equity Act and strive to build a workforce that reflects Canada’s diversity, including:

• Women

• Indigenous Peoples

• Members of visible minorities

• Persons with disabilities

ABB is committed to providing reasonable accommodations to applicants with disabilities. If you require accommodation during any stage of the recruitment process, we encourage you to let us know.