UserAccount: Customer Care Specialist I

Mission of the Role

This position is for an existing vacancy.

This position will work out of our Richmond Hill office in Ontario. The work schedule is 8am - 5pm.

The Customer Care Specialist is responsible for day-to-day operational support for customers, prospects, sales representatives, distributors, and other internal departments. A successful Customer Care Specialist will have a positive attitude with the ability to thrive in a team environment, efficiently handling a high volume of activities while providing an amazing customer experience. The Customer Care Specialists must provide in-depth, working knowledge of SICK’s processes and assist with project management, assignments, and process improvements across the team.

Key Responsibilities

• Answers customer inquiries through multiple communication channels while adhering to departmental service-level goals, ensuring consistent and timely customer updates are provided to open inquiries.


• Coordinates order lifecycle activities and resolves issues when they arise, facilitating with internal teams on resolution when necessary. 


• Provides customer contractual obligation visibility to the organization, ensuring it meets customer operational agreements.


• Adheres to individual key performance indicators (KPIs) and individual performance objectives fostering continuous improvements and personal growth.


• Maintain a thorough understanding and educate customers on SICK terms and conditions and ordering guidelines.


• Manages daily transactional requests, such as sales orders, sample trials, etc., submitted electronically, emailed, or entered on SICK’s website by customers.


• Possess a working knowledge of standard operating procedures (SOPs) and applies them to their daily work.


• Documents customer interactions and maintains account and order information in the customer resource manager (CRM) and enterprise resource planning (ERP) systems.


• Acquires and maintains familiarity with government, industry, and import/export regulations.


• Builds strong relationships that promote trust and confidence with the customer, sales rep, distributors, and internal departments.


• Keeps Management informed of unresolved conflicts that adversely affect SICK customers and their experiences.


• Recommends internal process improvements and customer experience enhancements, implementing change when called upon.


• Fosters customer self-help by recommending the use of and educating on the SICK website.  


• Understands SICK products and the industries we serve.


• Carries out other duties and responsibilities as may be assigned or required.

Key Qualifications

Education and Experience:

• Two years of experience in a Customer Service-related field or demonstrated required competencies at the expected proficiency level.


• Two or more years of college education or equivalent work experience.


• Process improvement methodologies preferred.


• Proficiency with Microsoft (Word, Excel, PowerPoint) and Internet applications.


• Basic understanding of ERP, CRM, and e-procurement systems preferred


• Basic knowledge of customer service communication channels and measurements preferred.

Compensation

The base salary is one part of our Total Rewards package and is determined within a range.  The starting base salary range for this position is listed below; the actual starting salary will be based on a variety of factors including experience, skill set, education, performance, licenses/certifications, business needs and other job-related factors, as permitted by law.

• Starting Base Annual Salary Range:  $42,960 - $63,800