JOBS

Customer Service/Sales Support Specialist -Manufacturing/Engineering

Ottawa (ON) On-site Only
Opportunity Number: 2066069
DurationSalary
PermanentFrom: $70,000.00
IndustrySpecialization
EngineeringSales
LanguageSecurity Clearance
English verbal and writtenNot required
Start PeriodDate Posted
Two weeks +Monday, November 1, 2021
Job Description

Our client in Ottawa is hiring a Customer Service/Sales Support Specialist to provide world class service to their clients! The ideal candidate will be responsible for managing and tracking sales and service opportunities from quote and/or initial order receipt through final shipment. This involves conducting order compliance and providing general customer support, including information sharing of product details, availability, lead times, order confirmations, and order status updates. This person will be responsible for managing the commercial channel relationship, including key opportunity pipeline, channel inventory and performance to target. It will also support the Service team by assisting with repair/warranty order processing and product training arrangements. If you are looking to join a growing team and love customer service, as well as have experience with full cycle order management, this is the opportunity for you!

Roles and Responsibilities

  • Perform customer set-up, maintenance and management of the order to shipment process using client's business system
  • Provide timely quote preparation, order entry, order confirmation, order tracking, backlog processing, and discrepancy resolution
  • Conduct “Know Your Customer” (KYC) verifications
  • Ensure high level of customer satisfaction through prompt, professional, and accurate resolution of customer inquiries
  • Support customer and lead management using CRM with a focus on timely new lead entry and tracking/follow-up of past leads and open quotes
  • Maintain a regular performance rhythm with channel partners including analysis and reporting of opportunity pipeline, inventory stocking levels, and performance to target
  • Track order trends, manufacturing lead times, and related commercial focused metrics to ensure optimal commercial performance and customer satisfaction
  • Assist with repair part orders and returned goods authorizations (RMA)
  • Install base tracking and management
  • Maintain an understanding of competitors products to assist with quotations and product comparisons
  • Issue product training invitation letters and assist with training course arrangements (i.e. lodging, food, etc.)
  • Support marketing efforts such as social media, trade shows, exhibits, and other events
  • Protect the organization’s value by keeping information confidential
  • Actively challenge existing processes to drive simplification and improvement
  • Support the organization by performing cross-functional ad hoc assignments and leading special projects as requested


Qualifications and Experience
  • Must have excellent interpersonal skills and maintain both a proactive and positive attitude
  • Able to communicate effectively among all levels with a total service focus
  • Ability to build trust and strong relationships
  • Highly organized with an attention to detail
  • Must be customer focused and enjoy talking on the telephone and assisting customers in difficult or demanding situations
  • Must demonstrate the ability to be a self-starter
  • Must be able to work in a team environment, anticipate needs, and exceed customer expectations
  • Capacity to maintain confidentiality and work independently in support of each department
  • Exceptional analytical skills, accurate keyboarding, and strong verbal and written communication skills are essential
  • Self-motivated, self-starter capable of remaining flexible to changing work priorities
Must have:

  • Bachelor’s Degree in Business or a related technical field
  • Minimum of 3 years of customer service experience
  • Prior sales and channel management experience (Desired)
  • Proficiency in Microsoft Office Programs (e.g. Word, PowerPoint, Excel)
  • ERP system (Epicor a plus) experience (Desired)
  • CRM system experience (Desired)
  • Background or experience interacting with a channel network a plus

Education and Certifications

Minimum education required: College Diploma



We’re an equal opportunities employer committed to increasing diversity and inclusion in today’s workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Minorities, women, LGBTQ candidates, and individuals with disabilities are encouraged to apply. If you require an accommodation, please review our accessibility policy and reach out to our accessibility officer with any questions.
Merci de l’intérêt que vous manifestez pour ce poste. La description du poste nous a été fournie en anglais par notre client. Si vous souhaitez passer l’entrevue avec nous en français ou fournir votre CV en français, nous vous confierons à une personne de notre équipe qui parle français.

Opportunity Number: 2066069

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