Inside Sales Rep/Customer Service
Permanent Hybrid | Burlington, ON
Compensation Range
$60K - $70KCompensation will be determined based on the successful candidate's experience, skills, and qualifications, and may also be influenced by internal equity and market conditions.
+Bonus
Description
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following, with other duties as assigned:
- Respond to customer inquiries regarding pricing, availability, and general technical specifications by preparing quotations tailored to product and system needs.
- Coordinate with the outside sales team and internal departments to meet customer requirements, demonstrating a clear understanding of project timelines and dependencies.
- The successful candidate will proficiently navigate and utilize a comprehensive, internally developed Customer Relationship Management (CRM) system. This role demands precision in data entry, utilizing a point-and-click interface to create new prospects, update customer contact information, and perform searches for materials, quotes, and customers. Additionally, responsibilities include documenting communication for order follow-ups, entering orders, and managing the lifecycle of these orders.
- Communicate order status to customers, address and resolve issues, manage product returns, log customer complaints or concerns in CRM system.
- Answer calls and email requests from customers. The candidate will be in two, customer phone queues. The candidate will take 200+ calls per month.
- Update customer profiles and manage information in CRM, ensuring accurate, up-to-date records.
- Apply basic project coordination skills to help streamline task outputs and meet the broader needs of the team, including adherence to project milestones and timelines.
- Escalate complex or technical requests as needed by engaging technical team members.
- Maintain positive and professional communication with customers, supporting our commitment to quality, customer satisfaction, and core values (caring, teamwork, & adding value).
Qualifications
- Language Proficiency: English, with excellent verbal and written skills.
- Project Coordination Awareness: Basic understanding of project coordination principles to facilitate task efficiency and effectiveness. Strong organizational skills are essential due to the volume of projects that the candidate will be required to manage.
- Collaboration & Communication Skills: Experience working within or supporting a sales team, with an ability to communicate productively and work well in a team environment. The role requires troubleshooting, effectively communicating, and resolving issues in collaboration with other parties.
- Microsoft Outlook & Teams: Proficiency in Microsoft Outlook is essential, as it is the primary communication tool with both internal and external customers. The candidate must be capable of composing emails independently without reliance on pre-written scripts. The candidate must be comfortable using Microsoft Teams for daily communications, including chat functionality, video calls, and screen sharing.
- Growth-Oriented and Adaptable: Friendly and personable with excellent phone manners; willingness to learn and grow into more technically specialized quoting.
- Typing: Minimum 50 words per minute with high accuracy.
- Speed & Proficiency: The ability to work at a pace exceeding the average is required. Attention to detail is critical, as the role involves managing multiple projects concurrently while documenting, communicating, and monitoring various data points.
EDUCATION and/or EXPERIENCE
- Post-secondary education and experience in customer service or a similar environment, ideally with experience in sales support or quoting.
OTHER REQUIREMENTS
- Strong attention to detail and commitment to accuracy in quotations.
- Critical thinking skills and the ability to efficiently assess and respond to customer needs.
- In office, Monday through Friday, 8 AM to 5 PM. Hybrid, up to 2 days/week remote, only considered after approximately one year of demonstrated proficiency, subject to the approval of the supervisor.
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Inside Sales Rep/Customer Service
Permanent Hybrid | Burlington, ON$60K - $70K
+Bonus
