Customer Success - Team Leader

General Information:

Hitachi Energy is looking for a Customer Success - Team Leader to provide superior external customer service and coordinate with his team and relevant resources to increase customer satisfaction.

Responsibilities:

• 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.

• Manage and lead a team of 2 customer success specialists

Qualifications:

• College diploma and 5 plus years of experience in customer service roles.

• Must be fluent in both French and English.

• Experience with Team management, an asset.

• 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, an asset.

Only selected applicants will be contacted.