Customer Care Specialist

Employment StatusRegularTime TypeFull timeBUILDING A WORLD CLASS TEAM STARTS WITH YOUAt 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 SummaryPrimary 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 RelationshipsReports to whom?Provides guidance to whom?Peer RelationshipsReports to a Customer Care Manager (CCM) or Business Manager within the Commercial UnitProvides 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 staffDimensions:

(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 customersAccountable for the care and maintenance of existing accountsFor SI/FE team members, will be accountable for the care and maintenance of all relevant accountsResponsible for customer care and maintenance, as well as to bring new products and service offerings to market through these accountsPrincipal Duties & ResponsibilitiesDescribe 5-7 major duties and responsibilities of the position. These should represent the “core” of the job dutiesIncluded within the responsibilities:

Describe types of decisions typically made in this jobDescribe any requirements for developing new or improved methods, procedures, programs, techniques and productsDescribe any responsibilities for handling confidential informationUnderstanding the BusinessSupports the Sales process by providing preliminary information to prospective contacts/leads and current customersPromotes CSA services by contacting current clients whom are using our competitors and other various testing and certification agenciesProvides information and input into the Commercial Unit to assist with the establishment of new opportunities and areas of focus for CSA Group TIC servicesWorking Well With OthersWorks 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 contactsDelivering ResultsContacts 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 neededPrepares 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 applicableMaintains input of new/existing client information into CentraAssists and supports SAMs in their annual goals to increase bookingsRegularly follows up on open quotations and sales opportunitiesResearches customer accounts, identifies opportunities for growth & generating leads and demandConcern for SafetyUnderstands why HSE is important to self and the organizationKnows the potential hazards and necessary safeguards in own work area(s)Immediately reports hazards, near misses, incidents, observed unsafe acts and conditionsDemonstrates safe behavior and adherence to proceduresCompletes all assigned training eventsWork Environment:

Mental and Physical Effort & Working ConditionsDescribe the frequency, duration and intensity of sensory attention / concentration requiredDescribe the working conditions related to the jobDescribe the physical skill & effort requirements, and equipment usedDescribe the duration and frequency of internal or public contactDescribe any disruption to lifestyle as a result of work demandsExtended periods of sitting during meetings and office workFrequent visual and mental concentration of print and electronic data required in order to interpret and understand information and to analyze and act accordinglyAlthough infrequent, travel as neededEducation & ExperienceList the minimum amount of knowledge, education, experience and/or training required to perform the job, Be specific in terms of the type of experience requiredPost-secondary education required2-4 years of Sales or Marketing experienceUnderstanding of Salesforce and Workday a plusKnowledge of the safety certification industryComputer proficiency in Word, Excel, PowerPoint, (Microsoft Outlook or an equivalent CRM application) and database applicationsExcellent verbal and written English communication skillsExcellent phone and customer service skillsDetail oriented and able to handle multiple tasksAble to maintain positive contacts within all levels of the organization to exchange explain and interpret information or ideas and follow-up on client requestsCSA 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 at talentacquisition@csagroup. org if you require accommodation in the interview process.