We are looking for a customer service specialist to join our customer service team and help us deliver exceptional experiences for our customers and to support our rapidly growing business by providing inside sales support. The ideal candidate will be self-motivated, customer focused, technology savvy, a continuous learner, and an innovative contributor and communicator.
POSITION SUMMARY:
Customer service responsibilities include all support functions to ensure customers are provided with a level of service that exceeds expectations.  This includes accurate and timely processing of sales orders for domestic and international customers, and proactively providing solutions to customers and responding to questions expeditiously.
Inside sales support is the initial point of contact for our B2B customers, and this role will also manage a wide range of customer requests, while supporting our sales strategy, and will work closely with our marketing, sales, and operations teams to grow our business and ensure customer needs are met.
ESSENTIAL JOB FUNCTIONS:
 
Customer Service

Drives all aspects of the order fulfillment process, from customer request for quotation through order placement to on-time delivery for our customer. Interface with our factory and other internal/external suppliers to proactively ensure on-time order delivery and keep our customers appraised of any changing conditions.
Review purchase order contract terms and engage next level support as appropriate to approve terms.
Professional communication and positive mindset in all communications with our customers, seek customer feedback, resolve disputes with mutual benefit for our company and our customers, and continuously drive improvements in customer satisfaction levels.
Strive to learn and develop product knowledge to better support our customers.
Compliancy with our RMA credit process and policies and communication of these policies to customers.
Create, authorize, and process invoices, debit and credit memos.
Collaborate with all other departments to provide and engage the right level of support for our customers.
 
Inside Sales Support

Prospecting and making outbound calls to generate and qualify leads, and introduce our sales management team as appropriate.
Develop key contact relationships with our customers – existing and potential new.
Follow up on leads from trade shows, product launches, and other leads identified by our field services team, and collaborate with sales team to advance quality leads to opportunities in CRM.
Obtains and manages customer forecasts and communicates requirements internally to ensure alignment between customer requirements and our inventory levels.
Provides initial technical assistance to customers and involves next level of application engineering support when necessary.
Provides information to sales managers regarding feedback on quotation/pricing from customers.
Managing educational promotions, discounts, and related programs.
Implementation of product new pricing in SAP.
 
CORE COMPETENCIES:
Mindset: Responsibility & Corporate Thinking
Initiates and establishes long-term cooperation in order to achieve the aims of SICK 2.0. Takes responsibility for decisions and transfers this responsibility to collaborations with others.

Cross Functional Cooperation
Seeks possibilities for cooperation
Actively approaches others and advocates exchanges of knowledge
Acts within the overall context

Managing Complexity
Sets priorities
Selects the appropriate approach and takes responsibility
Creates connections

 
Mindset: Innovation and Effectiveness
Actively creates openness and space for innovations and cultivates the change of perspectives in order to make new things accessible and effective.

Inspiring Others
Inspires performance motivation and strength
Creates faith in success
Shows proactive commitment

Driving for Effectiveness
Converts plans into actions
Objective-oriented alignment of systems and processes
Ensures a results-orientation

 
Mindset: Respect and Trust
Cultivates commitment and dependability and thus strengthens trust in people and the organisation. Seeks and encourages constructive exchanges between differing views.

Sustainable Communication
Communicates effectively
Ensures comprehension
Acts with commitment

Open Collaboration
Communicates effectively
Ensures comprehension
Acts with commitment

 
SKILLS & ABILITIES:
Education: 

College diploma or university degree or equivalent job experience.
 
Experience:

Minimum 5 years of experience preferred with appropriate experience and knowledge of the following areas: customer service, customer fulfillment, inside sales support, and order management.
Proven track record with prospecting, cold calling, and qualifying sales leads is preferred.
 
Job Specific Abilities:

Understanding of business processes, good communication skills, superior telephone techniques and excellent people management skills required.
Timely, polite, sincere, dedicated, accurate, resourceful, diligent, positive and calm under pressure.
Strong computer skills required, including Microsoft Office, Email applications and ability to develop skills in ERP, CRM and Web site navigation.
SAP experience an asset.
 
Computer Skills:

Computer proficiency with Microsoft and Internet applications
           
Math Skills:

Ability to add, subtract, multiply and divide
           
Other Requirements:

Legally permitted to work in Canada
Sick Ltd is an equal opportunity employer, dedicated to a policy of non-discrimination in employment on any basis including race, ancestry, place of origin, ethnic origin, citizenship, creed, colour, age, sex, religion, perceived disability, marital status, same-sex partnership status, family status or any other basis prohibited by federal or provincial law. SICK Ltd. welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

POSITION SUMMARY:
Primary responsibility is to grow logistics automation business in emerging segments in Canada.  Concentrate on developing business in Mobile Platforms (AGVs), Traffic Systems, Airports (excluding baggage transport), Industrial Vehicles and Ports & Cranes.  Maximize market exposure of SICK products and seek out new potential business.  This will be accomplished with a combination of executing direct sales calls, conducting application reviews, making presentations, product demonstrations, coordinating feasibility tests and analyzing customer’s requirements in order to recommend the best sensor/system solution. 
ESSENTIAL JOB FUNCTIONS:
Develop business in the target segments, grow SICK’s visibility in underrepresented areas and leverage corporate strengths to establish a solid foundation of logistics business in Canada.
Collaborate with LA Systems Technician to deliver proof of concept and feasibility studies. Ensure a rapid response to a newly discovered and qualified opportunity by following up with a sound technical solution and hardware/software demonstration at the customer’s location whenever possible.
Determine and assess the potential for the account, the number of active projects the account may be pursuing per year, their competitors and their position in the market, their reputation with their end-users (problems/successes), as well as their requirements for doing business with suppliers. Specific KPI targets will be set for this accountability.
Accountable to maintain customer and sales process data in CRM system to ensure proper documentation and retention.
Contribute to the development of annual, short term and long term strategic growth plan to achieve corporate objectives.
Deliver upon KPI set for market share gains in line with budget planning. 
Maintain up-to-date learning and monitoring of market and competitor activity; adjust marketing strategy and recommend client base expansions as appropriate. 
Establish and maintain relationships with appropriate CSC’s and other groups in AG. Participate in industry specific SICK group activities and meetings, present and advocate for Canadian customers and the Logistics Automation organization.
Meet or exceed agreed revenue targets for the variety of products and solutions that comprise your Logistics Automation segments.
Establish and maintain relationships with industry influencers and key strategic partners.
Collaborate with the Marketing Department and Market Transparency Specialist to plan and oversee marketing activities to ensure a consistent corporate image is portrayed throughout all materials and events; represent SICK at trade association meetings as appropriate.
Interface and collaborate openly with international subsidiaries to: coordinate sales strategies for specific accounts and projects, agree on a common pricing approach, negotiate and document “cross border compensation” plans, support IKAM activities and build a strong consistent global brand in the eyes of the customer.
Provide accurate and timely sales and marketing reports; present to executive management as appropriate.
Promote and adhere to all health and safety, quality management system and company policies.