Sales Support Specialist

Levata; Markham; On-site; CAD 40,000 - 45,000; Full time

Job summary

An established industry player is seeking a Sales Support Specialist to join their dynamic team. In this role, you will be the first point of contact for customer inquiries, ensuring exceptional service and support. You will handle order processing, maintain customer records, and collaborate with various departments to enhance customer satisfaction. This position offers a unique opportunity to grow in a supportive environment while contributing to the success of the sales team. If you are passionate about customer service and eager to make a difference, this role is perfect for you.

Benefits

Comprehensive healthcare

Paid vacation time

Cost-reduced Health club membership

Option to contribute to an RRSP plan

5% annual bonus

Qualifications

• Customer-facing experience preferred with strong communication skills.
• Experience with data entry and order processing is essential.

Responsibilities

• Answer customer inquiries and provide information on products and orders.
• Ensure accuracy in order processing and maintain customer records.

Skills

Customer Service

Communication Skills

Order Processing

Data Entry

Education

OSSD High School Diploma

Tools

OCR ERP System

Netsuite CRM

Microsoft Office

Job description

Sales Support Specialist

Employee is expected to work from the OCR Canada offices at 25 Royal Crest Court, Suite 100 in Markham, Ontario. Products include mobile computing, bar code scanners, printers, verifiers, RFID equipment, data collection terminals, scanners, RFID devices, wireless infrastructure, and application software. The Company reserves the right to require you to assume new and varied duties and responsibilities or to alter your reporting relationships in future.

What You’ll Do:

1. Answer phones, listen, understand, and respond to customer inquiries about products, services, order status, stock availability, order shipment, and the placing of an order. Provide customers and sales personnel with information regarding order status. Determine the appropriate person to provide information, i.e., Sales representative, Admin, HR, etc.
2. Examine order entry, purchase requests, and orders for Web orders to ensure accuracy and process order entry requests within the OCR ERP system.
3. Meet or exceed performance objectives including lead distribution, lead management, call quality, data entry into OCR CRM, and time management.
4. Follow up and communicate with Field Sales Support Manager for sales or technical support for escalation and resolution of more complex scenarios.
5. Work within the FSS/SAM team to provide support and coverage (vacation/sick days/out of office) as backup support to ensure no roadblocks to sales processing and order processing for customers and/or overflow workload to take on from the existing team.
6. Learn and understand My Account and maintain the website.
7. Maintain complete and accurate records of all customer and prospect contacts within the OCR Customer Relations Management database (Netsuite). Assist in cleaning data (for accuracy) within CRM.
8. Product training on partner portals to understand product and capabilities when time allows.

Relationships and Roles:

1. Establish and maintain excellent relationships with all OCR Canada departments and offices.
2. Maintain a strong relationship with the Service team and CTO and PS Tech Manager to effectively schedule and deploy System Engineers for Professional services related to sales orders.
3. Integral role in customer satisfaction. Dealing directly with customer complaints on product orders and service orders. Work diligently to resolve and escalate to Manager when required for prompt resolution.
4. Participate in other duties and special projects as required.
5. Answer incoming sales calls where customers are calling for quotes and/or support.
6. Participate with other duties and special projects, as required.

What You’ll Need:

1. OSSD High School Diploma required.
2. Microsoft Office training experience an asset.
3. Customer-facing experience preferred.

What We Offer:

1. Comprehensive healthcare, paid vacation time.
2. Cost-reduced Health club membership, option to contribute to an RRSP plan.
3. Salary range of $40,000-45,000 depending on experience and a 5% annual bonus.