Bilingual Sales Support Specialist
1 week ago
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:- 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 appropriate person to provide information i.e. Sales representative, Admin, HR etc.
- Examine order entry, purchase requests, and orders for Web orders to ensure accuracy and process order entry requests within the OCR ERP system.
- Meet or exceed performance objectives including Lead distribution, Lead Management, call quality, Data entry into OCR CRM, and time management.
- Follow up and communicate with Field Sales Support Manager for sales or technical support for escalation and resolution of more complex scenarios.
- Work within the FSS/SAM team to provide support and coverage (vacation/sick days/out of office) as backup to ensure no roadblocks to sales and order processing for customers and/or overflow workload from the existing team.
- Learn and understand My Account and maintain the website.
- 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.
- Product training on partner portals to understand products and capabilities when time allows.
- Establish and maintain excellent relationships with all OCR Canada departments and offices.
- 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.
- Integral role in customer satisfaction. Deal directly with customer complaints on product orders and service orders. Work diligently to resolve and escalate to Manager when required for prompt resolution.
- Participate in other duties and special projects as required.
- Answer incoming sales calls where customers are calling for quotes and/or support.
- Participate in other duties and special projects, as required.
- OSSD High School Diploma required.
- Microsoft Office training experience an asset.
- Customer-facing experience preferred.
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