Customer Care Specialist

Employment Status:

Time Type:

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, 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

Work Environment: Mental and Physical Effort & WorkingConditions

• Describe the frequency, duration and intensity of sensory attention / concentration required
• Describe the working conditions related to the job
• Describe the physical skill & effort requirements, and equipment used
• Describe the duration and frequency of internal or public contact
• Describe any disruption to lifestyle as a result of work demands

• Extended periods of sitting during meetings and office work
• Frequent visual and mental concentration of print and electronic data required in order to interpret and understand information and to analyze and act accordingly
• Although infrequent, travel as needed

Education &Experience

• List the minimum amount of knowledge, education, experience and/or training required to perform the job, Be specific in terms of the type of experience required

• 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

CSA Group is an Equal Opportunity Employer and is committed to diversity, equity, and inclusion.  We prohibit discrimination and harassment of any kind based on any grounds stipulated by applicable laws. We are an organization where opportunities are based on skills and abilities, and differences are respected and valued.  Please contact us attalentacquisition@csagroup.org if you require accommodation in the interview process.