CSR Assistant Manager

Bradford White•Halton Hills, ON

11d•Onsite

About The Position

The CSR Assistant Manager is responsible for providing support to the Customer Service Manager and Sales Team, providing a consistent first point of contact for clients through excellent telephone & email communications skills. Other duties may be assigned as necessary. Integrity, vision, professionalism and passion are key components of this position.

Requirements

Two-three years of direct work experience in a sales or telesales capacity, or an acceptable combination of education and experience.
Demonstrated ability to communication with and assist company’s customers.
Solid experience in pre-call planning, call control, account development, and time management.
Strong problem identification and objection resolution skills.
Able to build and maintain lasting relationships with customers.
Exceptional verbal communication skills.
Excellent listening skills.
Strong written communication skills.
Self-motivated, with high energy and an engaging level of enthusiasm.
Able to perform basic calculations and mathematical figures.
Ability to work individually and as part of a team.
High level of integrity and work ethic.
Mental attentiveness to listen and understand; resolve issues; interface with customers, colleagues and suppliers.
Cognitive effort required in decision-making and understanding the impacts of decisions.
Memory recall of data and historical information.
Mental and visual concentration for PC/Excel Work.
Concentration in a fast paced deadline-driven environment.

Responsibilities

Act as a back-up to CSR Manager
Manage key accounts as the primary point of contact, processing orders, maintaining account reports, and managing customer relationships
Enter new customer data and update changes to existing accounts in the corporate database.
Receive/Review & Input customer orders into computer system.
Make outbound follow-up calls to existing customers via telephone and e-mail cross-sell and up-sell where product availability is limited.
Communicate with client’s regarding direction, deliverables, and next steps
Communicate with internal departments (purchasing, shipping, sales) of the business as necessary
Monitor company email and other communication systems to ensure fast responses, as back-up to CSR Manager
Work closely with the Production and Purchasing to answer any questions they may have concerning current and future orders
Respond to customer inquiries to determine needs, provide recommendations and quotes, and assist customers with the order process. Obtain information for future contact
Develop personal relationships while gaining a clear understanding of customer's business and requirements.
Suggests process improvements to enhance quality, efficiency, or communication
Follow up on pending issues/orders
Isolate and identify areas of improvement
Prepare and submit regular CSR, Order and Input/Call reports
Perform all other duties as assigned
Travel as required to key accounts and trade shows
Attend periodic sales training where applicable.
Perform other duties related to customer service as assigned.