Customer Care Specialist
2 weeks ago
At the heart of CSA Group is a vision: making the world a better, safer, more sustainable place. It's been part of our mission for nearly one hundred years: from the first engineering standard for railway bridges developed in 1919, to more than 3,500 standards, codes & related products today.
Headquartered in Canada, with a global footprint of more than 30 labs and offices across Europe, Asia and North America, CSA Group tests, inspects and certifies a wide range of products - from every day househould items to leading edge technology-to meet exacting requirements for safety, performance and environmental impact.
Our employees take pride in making a difference in people's lives through the work that we do. We're looking for people like you to help make it happen.
Job Summary:The Customer Care Specialist (CCS) promotes continued growth and superior customer service for new business and current customers within an assigned territory. Serves as an internal sales and customer contact for initial inquiries, quotes and service within an assigned area and to provide support. Follows-up on sales and marketing opportunities via e-mail and phone communications. Supports and promotes continued growth of new business for CSA Group TIC services.
Reports to the Commercial Manager (CM) within the Commercial Unit. Provides support to the following:
Provides guidance to SAMs, Technical Specialists, other CCS, Operation Managers, PGMs, Certifiers, and Field Services.
Works with New Account Managers (NAMs), Strategic Account Managers (SAMs), peers, Technical Specialists and Operations staff
Principal Duties and Responsibilities:
Supports the Sales process by providing preliminary information to prospective contacts/leads and current customers.
Contacts current customers and promotes CSA certification and testing services for new business opportunities.
Prepares proposals and provides support for customers, including Notices and FIR Findings.
Promotes CSA services by contacting current clients whom are using our competitors and other various testing and certification agencies.
Maintains input of new/existing client information into CRM- Salesforce.
Assists and supports Strategic Account Managers in their annual goals to increase bookings.
Works in conjunction with the Marketing team to provide administrative and coordination support for events, including pre-work, scheduling, mailings, marketing materials, and customer contacts.
Follows up on open quotations and sales opportunities.
Researches customer accounts, identify opportunities for growth & generate interest.
Provides information and input into the Commercial Unit to assist with the establishment of new opportunities and areas of focus for CSA Group TIC services.
Education and Experience:
Post-secondary education required.
3-5 years of Sales or Marketing experience.
Understanding of CRM- Salesforce and Workday is a plus.
Knowledge of the TIC and Safety Certification industry is a plus.
Skills:
Computer proficiency in Word, Excel, PowerPoint, (Microsoft Outlook or an equivalent CRM application) and database applications.
Excellent verbal and written English communication skills.
Excellent phone and customer service skills.
Detail oriented and able to handle multiple tasks.
Able to maintain positive contacts within all levels of the organization to exchange explain and interpret information or ideas and follow-up on client requests.
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