Customer Service Supervisor

At ABB, we help industries run leaner and cleaner—and every person here makes that happen. You’ll be empowered to lead, supported to grow, and proud of the impact we create together. Join us and help run what runs the world.

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.