Scope of the position

The position serves as a critical support resource for Inside Sales and Customer Service teams, ensuring smooth administrative processes and accurate data management to enhance overall sales efficiency and customer satisfaction. Responsibilities include handling pricing and order inquiries, managing CRM data, coordinating travel logistics, and acting as a liaison for customer service and internal departments. The role requires strong organizational skills, attention to detail, and the ability to prioritize multiple tasks in a fast-paced environment.

Key Responsibilities:

Inbound Request Management:

• Efficiently handle pricing, quote requests, order status updates, and shipment tracking inquiries within established response time standards.
• Prioritize and route requests appropriately to Inside Sales or Customer Service, ensuring no delays in customer communication.

Phone Call Support:

• Serve as a backup resource for technical and inside sales calls to ensure a positive customer experience.

CRM Data Management:

• Maintain accurate accuracy in customer records, including contact details, notes, and activity logs.
• Ensure timely entry of quotes, orders, and technical reports to support sales forecasting and reporting.

Technical Travel & Training Coordination:

• Assist with travel bookings, manage trip report submissions, and maintain the technical travel calendar and the in-office flex day calendar.

Competencies:

Organizational Skills:

• Ability to manage multiple priorities, including inbound requests, CRM updates, and coordination tasks, without compromising quality or deadlines.

Attention to Detail:

• Ensures accuracy in data entry, reporting, and documentation.
• Identify and correct discrepancies in documentation or data promptly.

Communication:

• Strong verbal and written skills for internal and external interactions.
• Adapt tone and messaging based on audience (customer vs. internal team) to ensure clarity and positive engagement.

Collaboration:

• Works effectively with cross-functional teams, including sales, technical, and marketing.
• Proactively share updates and seek input for efficiency.

Customer Focus:

• Committed to delivering positive experience for customers and internal stakeholders.
• Anticipate customer needs and escalate issues appropriately to maintain satisfaction and trust.

Technical Proficiency:

• Comfortable using CRM systems, Microsoft Office Suite, and other business tools.

Requirements

Degree(s) or certification(s):

Minimum: High school diploma or equivalent

Preferred: Associate’s degree or Bachelor’s degree in Business Administration, Marketing, or a related field

Re-certification requirements: N/A

Professional experience required (min.):

• 1–3 years of experience in a sales support, customer service, or administrative role within a business-to-business (B2B) environment.

Technical Competencies

• Workflow Coordination – Ability to manage schedules, prioritize tasks, and ensure timely follow-up on customer inquiries and requests.
• Documentation – Ability to accurately prepare quotes, and maintain compliance with company standards.

IT skills

• CRM, Microsoft Excel/Outlook/Teams, Zoom

Language skills

• French: N/A
• English: Yes

Interpersonal skills

• Excellent verbal and written communication for clear interaction with team members, customers, and cross-functional departments.
• Strong leadership and coaching ability to motivate and develop a full technical support team.
• Conflict resolution and problem-solving skills to manage escalations and maintain positive relationships across the organization.

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