Sales Escalation Coordinator

Canon Information Technology Services; Chesapeake (VA); Hybrid; USD 23,000 - 29,000; Full time

Benefits offered by this job

Health insurance

Holidays (paid)

Paid vacation and sick leave

401(k) with company match

Tuition reimbursement

Employee discounts

Professional development

Job summary

Canon Information Technology Services, Inc. is seeking a Sales Escalation Coordinator to support Sales Representatives, resolve complex customer concerns, and ensure a positive customer experience.

You will coordinate with internal teams to address return discrepancies and ensure timely refunds, while providing process guidance and escalation support. The ideal candidate is a resourceful problem-solver with strong communication skills, patience, and the ability to manage competing priorities in

Qualifications

• Strong verbal and written communication skills are required.
• Minimum 2–4 years of experience in a customer service role.
• Proficiency in research, troubleshooting, and problem-solving.
• Patience and empathy when assisting customers and resolving concerns.
• Strong attention to detail and accuracy.
• Ability to multitask, prioritize, and organize work effectively in a virtual environment.
• Knowledge of computer hardware, software, and operating systems.

Responsibilities

• Provide process guidance and escalation support to Sales Representatives to help ensure timely and favorable resolutions to customer inquiries and complaints.
• Negotiate effective resolutions to escalated sales inquiries.
• Assist with enforcing policies and procedures within the sales group.
• Monitor the sales department to identify training needs and opportunities for improvement.
• Coordinate with the Returns Warehouse to resolve return discrepancies and help ensure refunds are issued in a timely manner.
• Maintain accurate records of interactions with the sales team and customers, including inquiries, comments, complaints, and actions taken.
• Promote high levels of customer satisfaction while balancing service quality, efficiency, and productivity.
• Maintain established performance standards for reliability, quality, research and resolution, and learning and growth.
• Perform other duties as assigned.

Skills

Verbal and written communication

Customer service experience

Research and troubleshooting

Patience and empathy

Attention to detail

Multitasking in virtual environment

Technical knowledge: hardware/software

Education

High school diploma or equivalent

Job description

Sales Escalation Coordinator

Location: US-VA-Chesapeake

Company: Canon Info Technology Services

About the Role

Join Canon Information Technology Services (CITS) as a Sales Escalation Coordinator and play an important role in supporting our Sales Representatives, resolving complex customer concerns, and ensuring a positive customer experience. In this role, you'll bring together several aspects of sales operations to help improve efficiency and effectiveness. You'll provide process guidance and escalation support, work to resolve challenging sales inquiries, and coordinate with internal teams to address return discrepancies and ensure timely refunds.

The ideal candidate is a resourceful problem-solver who communicates effectively, approaches customer concerns with patience and professionalism, and can manage competing priorities while maintaining a strong focus on quality and customer satisfaction.

Why Join Canon ITS?

• Medical, dental, and vision insurance
• Company-paid holidays
• Generous paid vacation and sick leave
• 401(k) with company match
• Tuition reimbursement
• Employee discounts through the Canon Company Store
• Professional development opportunities
• And much more!

Work Arrangement

This position follows a hybrid work model. Employees are scheduled to work in the office two fixed days per week and may work remotely up to three fixed days per week. Employees also have the flexibility to work from the office during normal business hours on remote-designated days if preferred.

Compensation

In accordance with applicable pay transparency laws, the hourly pay range for this position is $17.02-$21.35, plus a shift differential.

Your Impact

• Provide process guidance and escalation support to Sales Representatives to help ensure timely and favorable resolutions to customer inquiries and complaints.
• Negotiate effective resolutions to escalated sales inquiries.
• Assist with enforcing policies and procedures within the sales group.
• Monitor the sales department to identify training needs and opportunities for improvement.
• Coordinate with the Returns Warehouse to resolve return discrepancies and help ensure refunds are issued in a timely manner.
• Maintain accurate records of interactions with the sales team and customers, including inquiries, comments, complaints, and actions taken.
• Promote high levels of customer satisfaction while balancing service quality, efficiency, and productivity.
• Maintain established performance standards for reliability, quality, research and resolution, and learning and growth.
• Perform other duties as assigned.

About You: The Skills & Expertise You Bring

• High school diploma or equivalent
• Minimum of 2-4 years of experience in a customer service role
• Strong verbal and written communication skills
• Proficiency in research, troubleshooting, and problem-solving
• Patience and empathy when assisting customers and resolving concerns
• Knowledge of computer hardware, software, and operating systems
• Strong attention to detail and accuracy
• Ability to multitask, prioritize, and organize work effectively in a virtual environment

Company Overview

Canon Information Technology Services, Inc. - The environment at Canon ITS is energetic and diverse. Our team is comprised of a wide variety of people in positions that help our employees grow and develop their careers.

Statement of Policy on Equal Employment Opportunity

Canon is committed to providing equal employment and advancement opportunities to all qualified persons without regard to race, sex, marital status, sexual orientation or affectional preference, color, religion, national origin, age, disability, or veteran status, unless a bona fide occupational qualification exists. Our commitment is to assure full opportunity for all employees in order that they may achieve their highest potential and to assure progressive employment practices that conform to the letter and spirit of federal, state, and local laws regarding equal employment opportunities. Canon's policy is to:

Recruit, hire and promote for all job classifications without regard to race, color, religion, sex, age, sexual orientation, disability or national origin.

Base decisions on employment so as to further the principle of equal employment opportunity.

Ensure that promotion decisions are made in accordance with the principles of equal employment opportunity by imposing only valid requirements for promotional opportunities.

Ensure that all other personnel actions (such as compensation benefits, transfers, layoffs, company sponsored training, education, tuition assistance, social and recreation programs) will be administered without regard to race, color, religion, sex, age, sexual orientation, disability or national origin.

Workplace Accommodation Request - HR Accessibility - Reasonable Accommodation

Canon I.T.S. is committed to the employment and advancement of qualified disabled veterans and other individuals with disabilities. If you feel you require a reasonable accommodation to apply for a position with Canon I.T.S., please call our Toll-free TDD Support Line for the Hearing Impaired Monday - Saturday (excluding holidays) at 1-866-251-3752, Eastern time from within the US. For all other reasonable accommodation requests, please call 757-579-7127. You will be asked to provide information on the open position you are applying for online and the details on the reasonable accommodation you are requesting.

Pay Transparency Policy Statement

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

Canon ITS is a tobacco-free work environment.

Workstyle Description

Hybrid - This position offers a hybrid work schedule requiring you to be in the office Tuesdays and Thursdays and an option to work from home the remainder of the week (unless a specific business need arises requiring in-office attendance on other days). Note that work schedules and office reporting requirements may change from time to time based on business needs.