About this role
<div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:18.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Mission of the Role</b></H2> </div><div><p>This position is for an existing vacancy.</p> <p>This position will work out of our Richmond Hill office in Ontario. The work schedule is 8am - 5pm.</p> <p>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.</p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:18.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Key Responsibilities</b></H2> </div><div><ul style="list-style-type:disc"> <li>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.</li> <li>Coordinates order lifecycle activities and resolves issues when they arise, facilitating with internal teams on resolution when necessary. </li> <li>Provides customer contractual obligation visibility to the organization, ensuring it meets customer operational agreements.</li> <li>Adheres to individual key performance indicators (KPIs) and individual performance objectives fostering continuous improvements and personal growth.</li> <li>Maintain a thorough understanding and educate customers on SICK terms and conditions and ordering guidelines.</li> <li>Manages daily transactional requests, such as sales orders, sample trials, etc., submitted electronically, emailed, or entered on SICK’s website by customers.</li> <li>Possess a working knowledge of standard operating procedures (SOPs) and applies them to their daily work.</li> <li>Documents customer interactions and maintains account and order information in the customer resource manager (CRM) and enterprise resource planning (ERP) systems.</li> <li>Acquires and maintains familiarity with government, industry, and import/export regulations.</li> <li>Builds strong relationships that promote trust and confidence with the customer, sales rep, distributors, and internal departments.</li> <li>Keeps Management informed of unresolved conflicts that adversely affect SICK customers and their experiences.</li> <li>Recommends internal process improvements and customer experience enhancements, implementing change when called upon.</li> <li>Fosters customer self-help by recommending the use of and educating on the SICK website. </li> <li>Understands SICK products and the industries we serve.</li> <li>Carries out other duties and responsibilities as may be assigned or required.</li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:18.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Key Qualifications</b></H2> </div><div><p><strong><em>Education and Experience:</em></strong></p> <ul style="list-style-type:disc"> <li>Two years of experience in a Customer Service-related field or demonstrated required competencies at the expected proficiency level.</li> <li>Two or more years of college education or equivalent work experience.</li> <li>Process improvement methodologies preferred.</li> <li>Proficiency with Microsoft (Word, Excel, PowerPoint) and Internet applications.</li> <li>Basic understanding of ERP, CRM, and e-procurement systems preferred</li> <li>Basic knowledge of customer service communication channels and measurements preferred.</li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:18.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Compensation</b></H2> </div><div><p>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.</p> <ul style="list-style-type:disc"> <li><strong>Starting Base Annual Salary Range</strong>: $42,960 - $63,800</li> </ul></div></div></div>