Company Profile:
Accuenergy is a Toronto-based company dedicated to research, design and manufacturing of multifunction power meters and other instruments. We also provide advanced technological solutions for distribution and industrial power system automation. Extraordinary outcomes need exceptional teams. We believe deeply in the power of a growth mindset for individuals and team development.
Why work for Accuenergy:
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Bi-weekly payment through direct deposit
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Free tasty Coffee & beverages
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Paid statutory holidays+ vacation benefit +insurance benefit
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Enhance training opportunities in job-related field
Duties and Responsibilities:
Direct account ownership (operational segment)
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Account-of-record relationships — primary point of contact for an assigned book of 50–100 operational accounts — distributors, reactive-buy integrators, and similar customers whose service profile is operational rather than sales-led. You are their account owner of record, not a support layer behind one.
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Quoting on known SKUs — AI-drafted quote generation against the price book on known SKUs; you validate, adjust where needed, and send. Speed matters more than polish for this segment.
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Ship-date and stock visibility — fast, reliable answers to ship-date and stock-availability queries — the core service these customers came to Accuenergy for.
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Account communication rhythm — clean, predictable communication. Proactive updates when orders move through fulfilment; quick reactive answers when customers ask. The agent drafts; you own the relationship and the tone.
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Issue resolution for assigned book — first-line ownership of issues for these customers — order issues, ship date changes, RMA cases, technical pointers. Escalate to manager only when the issue exceeds operational scope (commercial negotiation, partnership questions, strategic pricing).
Order-side responsibilities
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Order exception handling — triage and resolution of internal operations workflow platform flags as exceptions, with full account context surfaced by the agent. Includes orders for both your assigned book and the wider Accuenergy customer base.
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Master data integrity — validation, correction, and governance of customer records, part numbers, pricing tiers, ship-to addresses; coordination with the ERP team on systemic fixes.
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Order quality validation — regular sampling of completed orders to catch issues before they reach customers; root-cause classification of any rework needed; trend reporting to the manager.
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Order-related CS support — first-touch on order-related customer service queries that internal operations workflow routes to humans; transition to full ownership when the case needs more than a confirmation or status response.
Customer-side responsibilities (broader scope)
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Customer case resolution — ownership of customer service cases that go beyond first-touch — technical questions, account-context-heavy queries, escalations — through to resolution. Includes cases on accounts owned by sales/AMs, where you handle the operational dimension.
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RMA handling — first-line ownership of RMA processing — analysis of customer claims, judgment on warranty and policy, response drafting and customer follow-through.
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Project delivery on assigned accounts — end-to-end ownership of assigned project deliveries — customer-facing timelines, status communication, cross-functional coordination with engineering / supply chain / logistics, escalation to the manager when blockers exceed your authority. Project work tends to come from sales-owned accounts; the operational-segment book is mostly transactional.
Cross-cutting responsibilities
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Pattern identification & feedback to internal team— identification of patterns across order exceptions, customer cases, and account-book activity that should be fixed in internal operations workflow or upstream; collaboration with the manager and the internal team to translate patterns into agent improvements and internal workflow proposals.
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Customer feedback synthesis — aggregation of customer feedback themes from CS cases, RMAs, project deliveries, and direct account interactions; surfacing themes to the manager for product, sales, or process action.
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Ensure Occupational Health and Safety compliance with health and safety laws and regulations.
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Follow all procedures in compliance of Accuenergy (Canada) Inc standard policy and operation regulations.
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Any other operation-related responsibilities may be added as company continues to grow.
Qualification:
Must-have
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Operational or customer-facing experience — order management, customer service, account management, fulfilment, supply chain, or equivalent. Both sides of the role draw on operational instincts; the depth in either matters less than the instinct itself.
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Experience owning customer accounts directly — not just supporting them — in any prior role. Comfort being the named point of contact, sending quotes, communicating ship dates, holding the relationship over time.
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Strong written and verbal communication. This role writes constantly: quotes, case responses, exception write-ups, ship-date confirmations, escalation notes, internal handoffs. Clarity matters more than polish.
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Process-orientation and precision. This role catches issues other people miss and surfaces patterns others don't see — that requires a particular kind of attention to detail combined with the ability to step back and see the bigger picture.
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Ability to hold multiple threads simultaneously. This role tracks 50+ accounts, several open exceptions, and several active projects in parallel without dropping any of them.
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Comfort with technology and curiosity about AI tools. We will train you on internal operations workflow and the AI workflow; we cannot train an aversion to working with these tools out of someone. Either current daily use of modern AI tools (Claude, ChatGPT, or equivalent), or a clear willingness and curiosity to develop daily fluency rapidly within the first 60 days.
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Authorisation to work in Canada.
Preferred
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Experience with modern ERP and CRM systems (Zoho, NetSuite, Salesforce, SAP, etc.).
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Manufacturing or B2B technical-product environment background; familiarity with BOMs, lead times, master data discipline, project delivery rhythms.
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Prior daily use of AI tools (Claude, ChatGPT, or equivalent) for any kind of work.
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RMA, warranty, or returns experience.
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Prior cross-functional coordination experience — formal or informal project ownership across teams.
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Customer service, customer success, or technical sales background where you've held customer relationships under pressure.
Will not be a fit
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Anyone who views AI tools as a side competency or occasional helper rather than a core part of the work.
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Anyone whose career strategy is to do the same job for ten years without the role itself evolving. This role is being actively redesigned as agents mature.
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Anyone who needs extensive process documentation, multi-layer approvals, or insulation from cross-functional friction. The team is small, the rhythm is fast.
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Anyone whose working style requires being the throughput engine. The agents are the throughput engine. The humans are the judgment, the relationships, and the improvement.
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Anyone who prefers a narrowly-scoped role with clear functional boundaries. This role spans both order operations and customer service deliberately — both are owned end-to-end by the same person.
