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

• 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.