Customer Service Specialist

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.

1. Cross Functional Cooperation
   1. Seeks possibilities for cooperation
   2. Actively approaches others and advocates exchanges of knowledge
   3. Acts within the overall context
2. Managing Complexity
   1. Sets priorities
   2. Selects the appropriate approach and takes responsibility
   3. 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.

1. Inspiring Others
1. Inspires performance motivation and strength
2. Creates faith in success
3. Shows proactive commitment
2. Driving for Effectiveness
1. Converts plans into actions
2. Objective-oriented alignment of systems and processes
3. 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.

1. Sustainable Communication
1. Communicates effectively
2. Ensures comprehension
3. Acts with commitment
2. Open Collaboration
1. Communicates effectively
2. Ensures comprehension
3. 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.