In this role you will be responsible to provide a pro-active customer experience. Coordinates with relevant stakeholders to obtain complete case ownership and to improve customer satisfaction specifically dedicated to the Canadian key accounts.
The work model for the role is: Hybrid
This role is contributing to the Smart Power and Smart Building division in Canada.
You will be mainly accountable for: - Works together with Com-Ops and Sales to identify and manage the local key accounts. Assuring compliance with the agreed upon service level.
- Lead and own communication across the organization of internal/external stakeholders, in regards to customer issues resolution to ensure customer's satisfaction.
- Collaborate with customers and sales periodically to collect/receive the forecast and take appropriate actions internally with the RDC and feeder factories, using available tools and collecting additional relevant information.
- Independently solves the most complex customer support issues and ensure a positive customer expereince.
- Ensures the resolution of customer issues by coordinating with Sales, Operations, Supply Chain Management, Feeder Factories, and other internal and/or external teams.
- Recommends appropriate solution for customer requests, and coordinates with the related teams to ensure end-to-end handling of the request (e.g., production capability and scheduling, resourcing, quotes, price lists, invoices, etc.) is in place.
- Monitor and control backlog in proactive approach to ensure customers receive accurate and timely information while improving ROTD on the key accounts
- Tracks regular sales performance against the target and shares insights with the management.
- Build long-term relationships with customers to collaborate and improve process as needed looking at the success of the stock contract
- Proactively identify fulfillment issues and communicate them to customers. Work with PMM or Engineering to provide alternate materials if possible.
- Work as a project manager on large projects to help ensure the delivery schedule is met and Kick off large projects with internal/external stack holders, including the feeder factories
- Other responsibilities may be assigned as the role evolves
Qualifications for the role:- Bachelor's degree in engineering, Business Administration, or related field with 6+ years relevant work experience in the following: Customer experience success, project execution, and supply chain. Or associate's degree in Eng, BA, or related field with 8+ years relevant work experience
- Proficiency in French is mandatory, as well as English to communicate effectively with internal clients and partners located outside of Quebec
- Available to travel up to 20% to 40% of the time
- A continuous improvement mindset with the ability to adopt change while driving process improvements
- Advanced ability to use Microsoft Office products, SAP.
- Moderate ability to Project Management using MS Project or Excel.
- Advanced ability to stay organized and meet deadlines on administrative duties.
- Works with a sense of urgency and ownership; until the job is complete
- Data Analysis & Reporting acumen with good problem solving skills
This job description is also available in French under title (
Responsable des comptes stratégiques )
