Customer Care Specialist - IE/HL
CSA Group · Shanghai JV
Employment Status:
RegularTime Type:
Full timeBUILDING 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.
Job Summary:
Primary Function:
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 e-mail and phone communications. Supports and promotes continued growth of new business for CSA Group TIC services.
Principal Duties & Responsibilities:
Understanding the Business
- Supports the Sales process by providing preliminary information to prospective contacts/leads and current customers
- Promotes CSA services by contacting current clients whom are using our competitors and other various testing and certification agencies
- Provides information and input into the Commercial Unit to assist with the establishment of new opportunities and areas of focus for CSA Group TIC services
Working Well with Others
- Works closely with Sales team to supports and promotes continued growth of new business.
- Works closely with customers to provide customer care on inquires, quote and services with an assigned area.
- Works in conjunction with the Marketing team to provide administrative and coordination support for events, including pre-work, scheduling, mailings, marketing materials, and customer contacts
Delivering Results
- Contacts current customers and promotes CSA testing services including, but not limited to, certification and SI/FE, and engages in facilitating the appropriate internal contact when other services are needed
- Prepares quotes for clients, using applicable questionnaires & worksheets
- Sends proposals to clients & conducts follow-up calls to provide further information, answers questions and documents these activities for further follow-up, including Notices and FIR Findings where applicable
- Maintains input of new/existing client information into Centra
- Assists and supports SAMs in their annual goals to increase bookings
- Regularly follows up on open quotations and sales opportunities
- Researches customer accounts, identifies opportunities for growth & generating leads and demand
Concern for Safety
- Understands why HSE is important to self and the organization
- Knows the potential hazards and necessary safeguards in own work area(s)
- Immediately reports hazards, near misses, incidents, observed unsafe acts and conditions
- Demonstrates safe behavior and adherence to procedures
- Completes all assigned training events
Education & Experience:
- Post-secondary education required
- 2-4 years of Sales or Marketing experience
- Understanding of Salesforce and Workday a plus
- Knowledge of the safety certification industry
- Computer proficiency in Word, Excel, PowerPoint, (Microsoft Outlook or an equivalent CRM application) and database applications
- Excellent verbal and written English communication skills
- Excellent phone and customer service skills
- Detail oriented and able to handle multiple tasks
- 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.