Customer Care Specialist

CSA Group; Cleveland (OH); On-site; USD 45,000 - 65,000; Full time

Job summary

CSA Group is seeking a Customer Care Specialist to promote growth and deliver superior service for new and existing customers in an assigned territory. You will handle inquiries, quotes, and service, acting as the internal sales and contact point from initial contact to delivery.

You will collaborate with NAMs, SAMs, Technical Specialists, and Operations staff to support customer success and drive commercial growth, while maintaining strong English communication and customer service skills.

Qualifications

• 2–4 years of Sales or Marketing experience.
• Understanding of Salesforce and Workday preferred.
• Knowledge of the safety certification industry.
• Computer proficiency in Word, Excel, PowerPoint, Microsoft Outlook, and database applications.
• Excellent verbal and written English communication skills.
• Excellent phone and customer service skills.
• 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.

Responsibilities

• Work as a member of the Commercial Unit, reporting to a Commercial Manager and acting as a trusted partner to Sales, Technical, Operations, and Marketing teams to deliver a seamless customer experience.
• Collaborate daily with New Account Managers, Strategic Account Managers, Technical Specialists, and Operations staff to support customer success and drive commercial growth across assigned accounts.
• Take ownership of existing customer relationships, ensuring proactive account management, ongoing engagement, and a consistently high level of service across your portfolio.
• Champion customer growth by introducing new testing, certification, and service offerings, helping customers expand their use of CSA Group services while aligning solutions to their evolving needs.
• Support the sales process by providing timely, accurate preliminary information to prospective customers and existing clients, ensuring a smooth transition from inquiry to quote to service delivery.
• Actively promote CSA Group services by engaging with current customers who may be using competitor laboratories or certification bodies, positioning CSA Group as a value-added, trusted partner.
• Contribute market insight and customer feedback to the Commercial Unit to help identify new business opportunities, emerging markets, and areas of strategic focus for CSA Group TIC services.
• Work closely with the Sales team to support and accelerate new business growth, ensuring consistent follow-up, coordination, and customer satisfaction throughout the sales cycle.
• Partner directly with customers to deliver responsive support on inquiries, quotations, and service coordination within an assigned territory, balancing speed, accuracy, and customer care.
• Proactively engage existing customers to promote CSA Group testing, certification, and Special Inspection / Field Evaluation services, while seamlessly connecting customers with internal experts when additional services are required.

Skills

Sales experience

Marketing experience

Verbal and written communication

Customer service skills

Collaboration

Education

Post-secondary education

Tools

Salesforce

Workday

Word

Excel

PowerPoint

Outlook

Database applications

Job description

BUILDING A WORLD CLASS TEAM STARTS WITH YOU

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.

Employment Status:

Regular

Time Type:

Full time

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 email and phone communications. Supports and promotes continued growth of new business for CSA Group TIC services.

Primary Duties & Responsibilities:

• Work as a member of the Commercial Unit, reporting to a Commercial Manager and acting as a trusted partner to Sales, Technical, Operations, and Marketing teams to deliver a seamless customer experience.
• Collaborate daily with New Account Managers (NAMs), Strategic Account Managers (SAMs), Technical Specialists, and Operations staff to support customer success and drive commercial growth across assigned accounts.
• Take ownership of existing customer relationships, ensuring proactive account management, ongoing engagement, and a consistently high level of service across your portfolio.
• Champion customer growth by introducing new testing, certification, and service offerings, helping customers expand their use of CSA Group services while aligning solutions to their evolving needs.
• Support the sales process by providing timely, accurate preliminary information to prospective customers and existing clients, ensuring a smooth transition from inquiry to quote to service delivery.
• Actively promote CSA Group services by engaging with current customers who may be using competitor laboratories or certification bodies, positioning CSA Group as a value-added, trusted partner.
• Contribute market insight and customer feedback to the Commercial Unit to help identify new business opportunities, emerging markets, and areas of strategic focus for CSA Group TIC services.
• Work closely with the Sales team to support and accelerate new business growth, ensuring consistent follow-up, coordination, and customer satisfaction throughout the sales cycle.
• Partner directly with customers to deliver responsive support on inquiries, quotations, and service coordination within an assigned territory, balancing speed, accuracy, and customer care.
• Proactively engage existing customers to promote CSA Group testing, certification, and Special Inspection / Field Evaluation services, while seamlessly connecting customers with internal experts when additional services are required.

Education and Experience:

• Post-secondary education required
• 2-4 years of Sales or Marketing experience
• Understanding of Salesforce and Workday preferred
• Knowledge of the safety certification industry
• Computer proficiency in Word, Excel, PowerPoint, Microsoft Outlook, and database applications
• Excellent verbal and written English communication skills
• Excellent phone and customer service skills
• 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

CSA Group is an Equal Opportunity Employer and is committed to diversity, equity, and inclusion. We prohibit discrimination and harassment of any kind based on any grounds stipulated by applicable laws. We are an organization where opportunities are based on skills and abilities, and differences are respected and valued. Please contact us at [e-mail] if you require accommodation in the interview process.