Overview
As our Customer & Sales Support Coordinator you will bridge the gap between our sales team and our customers, ensuring smooth order processing, rapid issue resolution, and efficient internal and external communications. This is a crucial role in ensuring the efficient operation of the phone lines where customer support requests are logged and ticketed in a timely, efficient manner. You are effective in prioritizing urgent matters and ensuring exceptional customer service levels are maintained. If you thrive in a fast-paced environment, excel at building relationships, and are passionate about delivering top-tier service, this position is your next exciting career move!
This hybrid role combines administrative sales support with direct, customer contact to maximize customer satisfaction and in turn help the sales team hit revenue targets, by enabling sales representatives to concentrate on sales activities. Your position requires a deep understanding of customer needs and expectations, as well as the ability to handle various situations with professionalism and empathy.
Responsibilities
- Call back and call transfer management: Overseeing the callback queue and routing incoming traffic efficiently.
- Customer service: Provide helpful after-sales support, and route any customer issues to the correct place to ensure they get the assistance they require.
- Answer client questions: Regarding shipping, and call back status.
- CRM maintenance: Update and clean client data, ensure interaction logs are accurate and logged in real time.
- Lead management: Using clear judgment, route and filter incoming sales inquiries, cold requests, and digital leads to the appropriate sales executives to ensure the sales process is not hindered.
- Process auditing: Analyzing call logs, drop rates, and system bottlenecks to help improve performance and system optimization on an ongoing basis.
- Customer support: Ensuring all customer service requests are logged in real time.
- Office mail: Handle incoming and outgoing mail and packages.
- Office supplies: Maintain inventory of office supplies and place orders when necessary.
- Process occasional sales through Shopify: Assist sales team members when they are engaged with customers.
- Tech trouble shooting for customers: Determine the assistance needed for customers.
- Streamline general office space: Ensure office is tidy, organized, and free of clutter.
- Managing, coordinating, and overseeing the call management process: This will enable you to audit, analyze, and evaluate system issues and bottlenecks to improve performance and system optimization on an ongoing basis.
Skills Required
- 1-3 years proven experience in customer service, help desk, telephone reception, sales assistant, office administrative assistant, or experience in a similar role.
- Ability to calmly manage multiple concurrent calls.
- Strong organizational skills with the ability to prioritize tasks.
- Excellent verbal and written communication skills.
- An even-tempered empathetic approach to de-escalating impatient customers waiting for occasional delayed shipped orders or support call backs.
- Proficient in using phone systems and office equipment.
- Experience with Customer Relationship Management (CRM) software systems and ticketing software.
- The ability to manage front-end client communication while simultaneously managing back-end systems data entry.
- Experience in an office environment using office software systems.
- Attention to detail and accuracy in data entry and proofreading.
- Ability to type at least 40 words per minute and strong Microsoft office skills.
This role offers an engaging environment where your proactive approach will directly impact client satisfaction and business growth. We are committed to supporting your professional development as you help us deliver outstanding support in a vibrant workplace!
- Benefits:
- Company events
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Paid personal time off
- Paid sick days
- RRSP contributory pension fund match
- Store discount
- Vision care
- Birthday off
- Personal fitness benefit
- Longevity bonus
- Discretionary year end bonus
- On-site parking
Pay: $22.00-$23.00 per hour
Expected hours: 37.5 per week
Language:
Work Location: In person
