Customer Success specialist - Québec City, Canada - HITACHI ENERGY CANADA INC.

HITACHI ENERGY CANADA INC. Québec City, Canada

2 days ago

Full time

Description

Description

General Information:

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.

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