Customer Service - Sales Support Associate

Sterling Marking Products Inc.; London; On-site; CAD 40,000 - 60,000; Full time

Job summary

A leading marking products firm in London, Ontario, is seeking a Customer Service Representative to support customer projects and account activities. This role requires effective communication, production printing knowledge, and strong organizational skills. The candidate will work closely with account managers and clients, ensuring quality service and timely responses. This firm offers a dynamic company culture and excellent benefits, including a birthday off and a pension plan.

Benefits

Paid day off for your birthday after one year

Social club events and BBQs

Employee Assistance Program

Extended health care

Pension plan after one year

Qualifications

• Strong interpersonal skills for effective client communication.
• Experience with production printing processes.
• Ability to manage multiple stakeholders and projects efficiently.

Responsibilities

• Support special customer projects and account activities.
• Coordinate information and pricing with vendors.
• Ensure compliance with ISO 9001 quality standards.

Skills

Effective communication skills

General knowledge of production printing

Costing and pricing knowledge

Exceptional organizational skills

Ability to work independently

Team player

Proficient in Microsoft Office

Education

College or University graduate

Tools

Adobe Acrobat

Adobe Illustrator

Job description

Full-time: Monday to Friday

Department: Customer Service

Reports to: Marketing & Customer Service Manager

Purpose of Position

To be the contact person to support special customer projects and day-to-day account activities for all business units with emphasis on print and signage. Work directly with account managers and key customers to understand and interpret customer needs and product details, including strategic pricing.

Result Areas of the Position

• To improve Sterling’s position relative to the ‘8 competitive factors’
  • Price
  • Profit margin
  • Quality of Design
  • Quality of Manufacturing
  • On Time Performance /product delivery/phone calls returned/product quotes
  • Lead Time/Turnaround
  • Features and Services (value added non product contributions)
  • Sales / Marketing / Brand Name / Reputation
• Acting on action plans to meet goals.
• Ensure ISO 9001 quality control compliance and documentation.

Qualifications

• Effective in person and written communication and interpersonal skills.
• General knowledge of production printing and signage (offset, digital and wide format/signage) and workflow processes a requirement.
• Understanding of costing and pricing systems to strategically provide pricing for high profit projects.
• Ability to work with minimum supervision.
• Experience working with and negotiating with external suppliers.
• Exceptional organizational and follow through skills.
• Very detail and task oriented
• Self-motivated
• Ability to function well in a fast paced multi-task environment; thrive on challenges
• Able to critically evaluate and perform manipulation tasks to professionally designed graphic files.
• Knowledge of Adobe Acrobat and PDF Manipulation is a strong asset.
• Knowledge of Adobe illustrator is an asset.
• Proficient in Microsoft Office programs – with emphasis on Outlook, Excel, and Word
• Team player
• Ability to report and take delegation from potentially multiple stakeholders.
• Prompt reliable attendance, professional appearance.
• College or University graduate
• Valid full G drivers’ licence and willingness to occasionally drive on major highways.
• Data enabled smartphone strongly advised.

Key Accountabilities

• The autonomy to make decisions, take leadership on projects, to plan collaboratively and consultatively with production and senior management.
• Determining goals and developing action plans to achieve them.
• Point of contact for internal and external clients
• Assist with large project management: (direct ships to client, distributions, and kitting)
• Coordinating information, samples, proofs and pricing by email, phone, occasional in person meetings and walk in clients.
• Entering orders for print and signage products. Invoicing as required.
• Informal and formal quote preparation. Assist with special proposals.
• Coordinating pricing from various sources
• Ensuring all quotes (internal/external) contain proper margin. Striving to increase margins based on market or situation of project.
• Coordinating sample production and approval process
• Coordinating dynamic graphical template requirements
• Coordinating activities with outside vendors
• Weekly or bi-weekly meetings with production team designed to communicate upcoming large jobs or projects.
• Ensuring effective communication between clients and all internal Sterling stakeholders
• Responsible to create goals to keep projects on schedule, solve problems and manage follow up.
• Scheduling periodic meetings, preparing meeting agenda /minutes and following up and implementing action plans.
• Conduct online meetings and demonstrations as required.
• Coordinate and maintain product information, pricing, and production details by Customer and Product.
• Participate in project success evaluations including sales reporting.
• Participate in tradeshow booking, preparation, and presentation as required.
• Review open order reports to assist with ensuring accuracy and on-time order fulfillment.
• Face to face meetings with clients if required to assist sales representatives and enhance relationships with key clients.
• Other duties or projects assigned.

Benefits & Perks

• Dynamic and caring company culture.
• Paid day off for your birthday once completed one year of service.
• Social Club that plans BBQ’s, pizza lunches, 50/50 draws, holiday parties, special events and more.
• Coffee Talk/ Company Events – regular updates about the company and people. Free coffee and treats!
• Location in Northwest London close to many restaurants, shopping, other businesses, and green space.
• Convenient on-site free parking.
• Employee Assistance Program.
• Extended health care.
• Pension plan eligible after 1 year of service.

Perform activities required by the ISO 9001 and Sterling Quality Management System