Employment Status:
Regular
Time Type:
Full time
BUILDING 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
Position Summary – what is the main purpose of this job?
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.
Working Relationships:
Reports to whom?
Provides guidance to whom?
Peer Relationships
Reports to a Customer Care Manager (CCM) or Business Manager within the Commercial Unit
Provides guidance to SAMs, Technical Specialists, other CCS, Operation Managers, PGMs, Certifiers, and Field Services.
Works with New Account Managers (NAMs), Strategic Account Managers (SAMs), peers, Technical Specialists and Operations staff
Dimensions: (if applicable)
Operating revenue or budget accountability?
Other measurable factors; such as the impact of decisions or actions and recommendations on the organization and/or customers
Accountable for the care and maintenance of existing accounts
For SI/FE team members, will be accountable for the care and maintenance of all relevant accounts
Responsible for customer care and maintenance, as well as to bring new products and service offerings to market through these accounts
Principal Duties & Responsibilities
Describe 5-7 major duties and responsibilities of the position. These should represent the “core” of the job duties
Included within the responsibilities:
Describe types of decisions typically made in this job
Describe any requirements for developing new or improved methods, procedures, programs, techniques and products
Describe any responsibilities for handling confidential information
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,…