TOGETHER, WE SAVE LIVES

ICOR Technology, a robotics and security products company based in Ottawa, Ontario, is a company of the Safariland Group. With over 20 years of engineering and manufacturing experience, ICOR specializes in the design and precision manufacturing of high-quality EOD/IEDD protective security equipment. ICOR products are used by individuals in military, law enforcement, nuclear, and security-related sectors, and are developed through continuous dialogue with clients to ensure innovative and cost-effective solutions.

Job Purpose The Customer Service Specialist is responsible for receiving and tracking inside sales and customer service requests calls and emails. Deals directly with the customers to confirm which products they would like to have a quotation generated for. Acts as the front line response with the customer to understand the exact nature of their product problem and to determine which department or individual is responsible for resolving it. Tracks problems through the company to ensure that complex issues are being expeditiously diagnosed and corrected. Keeps clients informed of progress in solving their problem and notifies them when the correction has been made.

Role - Typical Duties

• Responsible for maintaining and communicating weekly sales forecasts to Commerical Manager and Vice-President of Sales & Marketing
• Responsible for communicating customer service tickets to After Sales Service Manager
• Handle incoming enquiries (telephone, email, text, fax, mail) for the Company
• Respond in timely fashion to both Sales & Customer Service enquiries.
• Prepare and issue quotations for routine requests/enquiries
• Log/track enquiries & quotations in Sales Funnel using Microsoft Dynamics CRM
• Monitor outstanding sales quotes/ enquiries, conducting follow-up sales action as required, and expedite orders.
• Enter Sales and Customer Service Purchase Orders into DBA. Process sales orders & monitor to delivery, conducting follow-up action as required or directed to ensure optimum customer service
• Liaise with customers regarding delivery times
• Develop and maintain product knowledge through on-going training
• Maintain office records and filing system
• Receives calls and emails directly from customers who have encountered a problem with their product, including malfunction, non-delivery, missing or incorrect documentation, missing components, etc.
• Listens carefully to customers and report it to the After Sales Service Manager.
• Plays the role of customer ‘champion’ in the company when customer problems occur and ensures the relationship with the customer will be strong in the future.
• Arranges, directly with the After Sales Service Manager, to ship missing components or documentation as soon as possible.
• Maintains an automated system for tracking and reporting on significant problems. Updates the system as the problem moves through the various stages of resolution, including specifying the action being taken by various internal departments.
• Other duties as required.

Skills And Training Required

• Training in mechanical design would be an asset.
• 1-2 years of customer support experience in technology companies.
• Exceptional listening, questioning and analytical skills.
• Ability to provide clear, concise instructions and explanations
• Excellent interpersonal skills and the ability to rapidly establish rapport with customers.
• The ability to create trust and build strong, enduring relationships
• Strong organization and prioritization skills.
• Highly self-motivated and able to work independently. Effective at using automated tools to track and report on problems
• Strong English language and multi-language is preferred