Role Description Sous la supervision du Chef d’équipe service client, le titulaire de ce poste est responsable de fournir un soutien de première ligne aux clients (distributeurs, professionnels de la santé, patients et représentants commerciaux) en répondant à leurs demandes avec professionnalisme et efficacité. Travaillant en étroite collaboration avec les départements de production, logistique et ventes, il s’assure de la satisfaction client tout au long du processus de commande, de la fabrication à la livraison. Occasionnellement ou sur demande, il effectue d’autres tâches connexes. Responsibilities - Traiter les soumissions et les commandes de pièces et de fauteuils reçues par courriel dans notre système ERP et notre configurateur. - Communiquer avec les clients par téléphone et par courriel pour résoudre les problèmes et assurer un service fluide et efficace. - Répondre aux demandes d'information et offrir un soutien technique aux clients et aux représentants, en transférant les cas aux équipes concernées au besoin. - Gérer efficacement les retours de marchandise et les crédits. - Effectuer d'autres tâches connexes, selon les besoins. Qualifications - Diplôme d’études secondaire, formation équivalente en administration, service à la clientèle ou domaine connexe. - Minimum de 2 ans d’expérience dans un rôle similaire, idéalement dans un environnement manufacturier ou médical. Requirements - Bilingue (français et anglais). - Bonne connaissance des systèmes ERP/CRM. - Maîtrise de la suite Microsoft Office. - Connaissance des normes réglementaires liées aux dispositifs médicaux (ISO 13485, FDA, Santé Canada) – un atout. - Capacité d’adaptation rapide aux concepts techniques. - Capacité à vulgariser l’information technique à différents types d’interlocuteurs. - Compétence en résolution de problèmes et en gestion de préoccupations techniques. - Excellentes aptitudes en communication : clarté, concision et orientation client. - Aptitude à gérer les situations difficiles avec calme et professionnalisme. - Capacité à gérer plusieurs priorités dans un environnement en constante évolution. - Autonomie, rigueur et souci du détail. - Bonne gestion du temps et respect des échéances. - Capacité à identifier et résoudre rapidement les problèmes liés aux commandes, aux livraisons ou aux demandes des clients. - Jugement et prise de décision éclairés. Benefits - Assurances collectives REER/RPDB avec la participation de l'employeur. - Programme de reconnaissance de l'ancienneté. - Un service de télémédecine (Telus Santé). - Un programme d’aide aux employés. - Des événements d’entreprise, une cuisine communautaire conviviale, des rabais exclusifs négociés spécialement pour nos employés et bien plus encore! Company Description Motion Composites est une jeune entreprise en pleine croissance qui conçoit et fabrique des fauteuils roulants pliants en carbone ultralégers. Nous distribuons dans plus de 30 pays à travers le monde ! Nous sommes animés par des valeurs qui nous parlent au quotidien, sachant que nous faisons une réelle différence dans la vie des gens.

Role Description As a Customer Experience & Operations (CXO) Consultant, you will contribute to Sirva’s success by serving as the primary point of coordination to Sirva’s customers in their mobility journey. This role is service focused, with the organizational ability to support, monitor and consult with customers across a large client base. Additionally, this role will seek out opportunities to enhance the customer experience. - Places proactive calls with customers to welcome them, advise on authorized services and policies, connecting at meaningful moments throughout the move. - Engages and adopts new technology enhancements and features, sharing updates and promoting them internally and with customers. - Serves as a trusted advisor in mobility programs, learning and understanding available services, and translating those services to meet individual customer needs. - Works to fully understand customer needs and concerns by asking questions, listening carefully, and providing sound guidance throughout the mobility journey. - Utilizes digital tools to access client policy information to ensure timely and accurate information is conveyed to the customer. - Advises on services delivered by supplier partners and troubleshoots across service lines. - Demonstrates proficient skills in managing complex relocations. - Utilizes an omnichannel technology solution (phone, email, chat, etc.) to support customer interactions. - Partners internally with other customer support teams to ensure all customer needs are promptly met. - Collaborates externally with supplier partners to coordinate authorized services for the customer. - Ensures strong data integrity through regular upkeep of file notes and updates. - Ensures outlined Key Experience Metrics and customer/client SLAs are met or exceeded. - Supports customer and client needs with a focus on quality, accuracy, and timeliness. Qualifications - High school diploma or equivalent. - University/college degree preferred. - 1 year in a customer experience, business operations role preferred. - International experience a plus, but not necessary. - Must be fluent in English; other languages are highly desired. - Experience providing highly organized delivery, demonstrable problem-solving skills, and high attention to detail. - Able to think creatively and navigate ambiguity to solve problems quickly and efficiently. - Strong accountability for success of customer experience. - Curiosity and hunger to learn and grow alongside a transforming organization. - Digitally focused with demonstrated comfort utilizing multiple technology platforms. - Strong customer service and trusted advisor mindset. - Able to build trust across various customer personality types. - Displays confident, calm demeanor in difficult situations. - Excellent written, verbal communication, and interpersonal skills. Requirements - Regularly attends mandatory, essential, and recommended training. - Completes other tasks/responsibilities as required to provide effective support. Benefits - Competitive salary. - Workplace flexibility for a balanced work/life approach. - Comprehensive benefits packages and wellness program. - Generous company-paid vacation days and holiday time. - Challenging, collaborative, diverse corporate culture. - Ongoing opportunities for learning and career development.

• Lead and manage daily operations across all customer support channels (voice, chat, email, messaging, and self-service). • Ensure consistent delivery of a seamless, high-quality omnichannel customer experience aligned to company standards. • Monitor and manage KPIs including service level, AHT, CSAT, NPS, FCR, and quality scores. • Forecast demand and partner with workforce management to ensure optimal staffing across channels. • Develop and implement strategies to improve efficiency, reduce customer effort, and increase satisfaction. • Champion a customer-first culture focused on empathy, responsiveness, and resolution. • Design and implement programs to achieve world-class service benchmarks. • Partner with Customer Experience Analyst regarding customer feedback, trends, and pain points to drive continuous improvement initiatives. • Partner cross-functionally (Products, Sales, IT) to address root causes and enhance the end-to-end customer journey. • Serve as the primary Five9 subject matter expert (SME) for the contact center. • Maintain Five9 functionality including: IVR design and optimization, call routing strategies, campaign management, agent desktop configuration and workflows, digital channel integrations. • Build and maintain dashboards, reports, and analytics within Five9 to monitor performance and identify trends. • Troubleshoot system issues, coordinate with vendors, and ensure platform stability and uptime. • Identify and implement automation opportunities (e.g., bots, self-service flows, intelligent routing). • Lead system enhancements, testing, and releases in partnership with IT and business stakeholders. • Train and mentor supervisors and agents on Five9 tools and best practices. • Lead, coach, and develop a team of supervisors, team leads, and frontline agents. • Establish clear performance expectations and accountability for results. • Conduct regular coaching, performance reviews, and career development planning. • Foster a high-engagement, inclusive team culture focused on collaboration and excellence. • Drive hiring, onboarding, and retention strategies to build a strong talent pipeline. • Analyze operational data to identify trends, inefficiencies, and opportunities for optimization. • Implement process improvements to enhance productivity, quality, and customer outcomes. • Support quality assurance programs, including calibration and performance feedback loops. • Develop and maintain SOPs, knowledge base content, and training materials. • Lead or participate in cross-functional projects and initiatives.

• Support the Electrification IBC Sales organization and customers during the proposal process. • Serve as a key technical resource in the assigned area. • Prepare technical descriptions of the products and technology, determining costs, and preparing final documentation. • Offer technical advice and solutions on inquiries from customers/channels/Sales Specialists about ABB products/systems/applications. • Perform analytic and diagnostic studies to determine the optimal technical solution to meet customer needs and address complex inquiries. • Develop and maintain new sales opportunities and resolve specific customer problems; ensure achievement of targets on orders, Net Price Variance (NPV), and Net Promoter Score (NPS). • Ensure the achievement of budget goals, including volume targets and profitable growth, across all assigned product groups and in the respective countries.